Technical Customer Support Specialist
New
N
NestmedHealthtech SaaS
Remote, based in Canada (PST hours), PSTFull-TimeMiddle
SalaryCA$80K - CA$90K; CA$80K – CA$90K
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Job Details
- Experience
- 3+ years
- Required Skills
- TroubleshootingTechnical supportCustomer SuccessZendeskEHRHIPAA
Requirements
- 3+ years of experience in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS.
- Strong troubleshooting instincts to diagnose the underlying cause of issues beyond just symptoms.
- Proficiency with Zendesk or a comparable ticketing platform.
- Ability to communicate technical concepts to non-technical users clearly and empathetically.
- Demonstrated operational steadiness in managing fast-moving support queues.
- Experience in triage and documenting technical issues for engineering teams.
- Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus.
- Knowledge of HIPAA compliance, security protocols, and PHI is a plus.
- Experience supporting AI or voice-based products is a plus.
Responsibilities
- Manage the front door for clinicians, staff, and admins via Zendesk email, chat, tickets, and phone.
- Resolve daily operational issues such as password resets, audio file transfers, app restarts, and account configuration.
- Identify, document, and escalate product issues to engineering with clear context for resolution.
- Manage high-volume ticket queues with disciplined categorization and prioritization.
- Support time-pressured, non-technical clinicians with patience and de-escalation skills.
- Surface recurring user pain points and collaborate with the Customer Success team to provide actionable product insights.
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