Onboarding Specialist
Description
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.
Skills
As published by workable · 27 questions · 11 written answers
Basics
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter
Short answers (2)
- Whatsapp Number
- Current Salary Rate
Pick from a list (14)
- Gender
- Ethnicity
- Are you a South Africa citizen?
- What age range do you fall in?
- What is your current professional experience level?
- Which industry do you have the most professional experience in?
- Which function best describes your professional experience? (You can select all that apply)
- How many years of work experience do you have?
- This role requires uninterrupted availability for an 8-hour EST shift. Does this schedule work for you, and do you have the necessary arrangements in place to support this?
- Do you understand that this is an independent contractor role and that you will be responsible for managing and paying your own taxes?
- Expected Salary Range
- How did you hear about us?
- Would you like to be the first to hear about exciting new career opportunities that match your skills? By selecting 'Yes', you'll receive notifications about future positions and exclusive job openings that may be a great fit for you.
- Are you A South African Citizen?
Written answers (11)
- Portfolio Link optional
- Please briefly explain why you are interested in this role.
- Please highlight the skills and experience you have that match this role.
- What is your notice period, if any?
- Is English your native language? If not, please indicate your level of written and spoken English.
- Please describe your remote working experience. Include tools used, type of work environment, and how you manage productivity remotely.
- Do you have previous experience in customer onboarding? If yes, briefly describe your responsibilities.
- Have you ever helped clients learn how to use a new software platform or system?
- Have you conducted onboarding sessions or software demonstrations with clients over the phone or via video calls?
- Have you provided customer support or troubleshooting assistance after onboarding clients?
- Are you comfortable learning new software and then training clients to use it independently?