Onboarding Specialist

About the Role
We are looking for a personable, tech-savvy Customer Onboarding & Software Support Specialist who enjoys learning new software and helping others use it confidently. You will work directly with clients, guiding them through onboarding, explaining how systems work, answering questions and providing ongoing support.
You do not need to be a software developer or an advanced IT specialist. We are looking for someone who learns new systems quickly, communicates exceptionally well and can explain technical processes in a simple, patient and professional way
Requirements
Key Responsibilities
Guide new clients through the onboarding process and help them get started with relevant software platforms
Learn new software, digital tools and internal processes quickly
Demonstrate software features and explain how to use systems step by step
Provide friendly, professional customer support via phone, email and virtual meetings
Answer client questions and help troubleshoot basic software or user issues
Follow up with clients to ensure they understand the system and feel comfortable using it
Escalate more complex technical issues to the appropriate team when necessary
Maintain accurate records of client interactions, onboarding progress and outstanding queries
Build positive client relationships and deliver a smooth, professional onboarding experience
Minimum Requirements
Excellent spoken and written English, with clear, confident and easily understood verbal communication
A professional, client-facing phone manner and the ability to communicate confidently with clients
Strong customer service and customer support skills
Comfortable learning new software platforms, applications and digital tools
The ability to explain processes clearly and teach others how to use software
Strong problem-solving skills and the ability to troubleshoot basic issues independently
Patience, empathy and a positive attitude when assisting clients who may be unfamiliar with technology
Good organisational skills, attention to detail and reliable follow-through
Comfortable using video calls, email and other digital communication tools
Advantageous Experience
Previous experience in customer onboarding, customer success, software support or client services
Experience training or demonstrating software to clients or colleagues
Familiarity with healthcare, medical administration or healthcare-related platforms
Experience supporting international or US-based clients
Experience working in a SaaS, technology-enabled service or other client-facing environment
Ideal Candidate Profile
The ideal candidate is a confident communicator who can make clients feel comfortable and supported. They should be naturally helpful, patient and approachable, with the confidence to learn unfamiliar systems and then teach those systems to others.
We are prioritising communication, customer service, adaptability and the ability to learn and explain software over advanced technical qualifications or extensive IT experience.

Work arrangement
Yes