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
- Provide technical support for users in healthcare through Nestmed's AI platform. Collaborate with clinicians and ensure a positive user experience in a remote setting.
Responsibilities
- 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
- Early-stage team with huge ownership opportunities
- Remote opportunity, collaborative culture, and meaningful work
- Work closely with product and engineering teams to shape the user experience
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