Remote Healthtech Clinician Support Specialist

Nestmed, Inc.

Canada

Hybrid

CAD 80,000 - 90,000

Full time

14 days+

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Job summary

Nestmed, Inc. is seeking a customer-facing support specialist to help clinicians and staff using our AI-driven platform. You will be the first line of contact, handling inquiries via Zendesk and guiding users through quick fixes while keeping calm under pressure.

You will triage issues, escalate where necessary, and partner with product and engineering to deliver a reliable, empathetic experience for healthcare professionals. This remote Canada-based role offers PST-friendly hours.

Qualifications

3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS.
Experience using Zendesk or similar ticketing platforms.
Ability to triage and diagnose issues quickly in a high-volume queue.
Strong communication skills to explain technical concepts to clinicians.
Familiarity with EHR/EMR workflows is a plus.
HIPAA or PHI awareness is beneficial in a healthcare setting.

Responsibilities

First-Line Support — handle clinician, staff, and admin inquiries via Zendesk (email, chat, tickets, phone).
Operational Troubleshooting — resolve password issues, file transfers, app restarts, login errors, and configuration tasks.
Technical Escalation — document and escalate product issues to engineering with enough context to speed resolution.
High-Volume Triage — manage inflow with disciplined categorization and prioritization.
Clinician Empathy — communicate clearly with time-pressured, non-technical users; de-escalate when needed.
Feedback & Collaboration — surface patterns to inform product and partner with Success teams.