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

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.