Bilingual French - English Help Desk Analyst supporting legal and professional services firms’ IT users. Troubleshooting hardware, software, network, and access issues through phone, email, chat, and remote tools.
About the role
- Technical support specialist helping clinicians use Nestmed’s AI healthcare documentation platform. Troubleshooting high-volume support issues and escalating product insights to engineering.
Responsibilities
- Own first-line support for clinicians, staff, and admins via Zendesk, including email, chat, tickets, and phone
- Resolve day-to-day issues such as password resets, audio file transfers, app restarts, login errors, and account configuration
- Identify, document, and escalate product issues to engineering with sufficient context
- Follow through on escalated issues until users see a fix
- Manage inbound support volume through categorization and prioritization
- Maintain response quality during periods of high ticket volume
- Support time-pressured, non-technical users during patient care
- De-escalate user concerns with patience and clear communication
- Surface recurring user pain points as actionable product insights
- Partner with Customer Success to deliver a consistent, proactive support experience for enterprise agency clients
Requirements
- 3+ years of experience in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS
- Direct experience supporting non-technical end users in a high-volume environment
- Ability to diagnose the underlying cause of issues, not just symptoms
- Ability to document issues clearly enough for engineering to act on them
- Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
- Ability to explain technical issues in plain language to nurses under time pressure
- Ability to stay organized and clear-headed in a fast-moving support queue
- Zendesk proficiency or experience with a comparable ticketing platform
- Knowledge of HIPAA compliance, security protocols, and protected health information (PHI) is a bonus
- Experience supporting an AI or voice-based product is a bonus
- Must be based in Canada
- Must be comfortable working 10 am to 6 pm PST, Friday to Tuesday
Benefits
- Remote opportunity
- Collaborative culture
- Meaningful work
- Huge ownership opportunities
- Work closely with product and engineering teams to shape the user experience
- Mission-driven company improving healthcare documentation at scale
- Fast-growing customer base and real-world impact
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Degree requirement
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