Technical Customer Support Specialist
Nestmed
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • United States
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Salary
💰 $60,000 - $75,000 per year
About the role
- Serve as the first line of support for our users, including clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)
- Troubleshoot user-reported issues, escalate bugs to product/engineering, and follow through on resolution
- Triage and categorize inbound tickets to improve internal response speed and clarity
- Translate user feedback into actionable insights to improve product usability
- Collaborate closely with Customer Success to ensure a consistent and proactive support experience
Requirements
- 3+ years of experience in technical customer support or client-facing roles, ideally in a healthtech or healthcare SaaS company
- Strong ability for technical troubleshooting and root cause analysis, being able to diagnose 'why' something isn't working
- Ability to identify complex bugs and creating detailed reports for the Product and Engineering teams to fix.
- Deep understanding of clinical workflows, home health, or EHR/EMR systems (bonus if you’ve worked with intake, charting, or QA)
- Excellent written and verbal communication skills- you can simplify technical topics for non-technical users
- Comfort with fast-changing environments and a bias toward action
- Familiarity with ticketing softwares like Zendesk
Benefits
- Great health benefits - healthcare, dental, and vision
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical troubleshootingroot cause analysisbug identificationreport creation
Soft Skills
communication skillsproblem-solvingcollaborationadaptability