Technical Customer Support Specialist
N
NestmedHealthtech, Home Healthcare
Remote, based in Canada (PST hours), 10 am to 6 pm PST, Friday to TuesdayFull-TimeMiddle
Salary80,000 - 90,000 CAD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- ZendeskHIPAATroubleshooting
Requirements
- 3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS.
- Strong troubleshooting instincts to diagnose the underlying cause of an issue.
- Proficiency in Zendesk or a comparable ticketing platform.
- Ability to translate technical issues into plain language for non-technical users.
- Operational steadiness and organization in a fast-moving, high-volume queue.
- Flexibility to work Canada/US statutory holidays.
- Availability to work a schedule of 10 am to 6 pm PST, Friday to Tuesday.
- Familiarity with home health workflows, EHR/EMR systems, or intake/charting environments is a plus.
- Knowledge of HIPAA compliance, security protocols, and PHI is a plus.
- Experience supporting an AI or voice-based product is a plus.
Responsibilities
- Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone).
- Resolve the full range of day-to-day issues including password resets, audio file transfers, app restarts, login errors, and account configuration.
- Identify, document, and escalate product issues to engineering with enough context to accelerate resolution.
- Manage inbound volume with disciplined categorization and prioritization while maintaining response quality.
- Support time-pressured, non-technical users with patience and professional tone.
- Surface recurring user pain points and translate them into actionable insights for the product team.
- Partner with Customer Success to deliver a proactive support experience for enterprise agency clients.
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