Offer summary

Qualifications:

2+ years of experience in onboarding, customer support, or account management, preferably in tech or health-related industries., Familiarity with tools like Zoho and ticketing systems is essential., Excellent communication skills to simplify technical concepts for diverse users., Strong time management skills and ability to prioritize tasks in a fast-paced remote environment..

Key responsibilities:

Guide new users through onboarding via email, video calls, and recorded tutorials.

Monitor and respond to customer inquiries through the support inbox and troubleshoot user questions.

Document software bugs clearly for the development team and collaborate on testing new features.

Recommend improvements to onboarding and support processes, and assist in refining internal workflows.

Job description

This is a remote position.

Virtual Rockstar’s client, a forward-thinking health-tech company, is seeking a proactive, tech-savvy Onboarding & Customer Support Specialist to join their remote team. This is a vital, client-facing role focused on welcoming and supporting a diverse range of users—including clinicians, advocates, and patients—on a growing digital platform that’s transforming how people engage with health data.

If you're passionate about helping others, thrive in dynamic environments, and have a knack for breaking down complex information into clear, supportive communication, we’d love to hear from you.

Responsibilities

Customer Onboarding & Training

Guide new users through onboarding via email, video calls, and recorded tutorials
Customize onboarding experiences based on user roles (clinicians, advocates, or patients)
Host live and asynchronous training sessions as needed
Maintain and update help center documentation, FAQs, and tutorial resources

Customer Support & Communication

Monitor and respond to inquiries through the support inbox
Troubleshoot and resolve user questions in a timely, professional manner
Escalate technical or high-priority issues to appropriate teams
Identify trends in support needs and flag recurring issues

Technical Support & Bug Reporting

Reproduce and document software bugs with clarity for the development team
Collaborate with the product team to test new features and resolve user-reported issues
Maintain internal documentation of known issues and interim workarounds

System & Process Improvement

Recommend improvements to onboarding, support, and training processes
Assist in refining support tools, templates, and internal workflows
Participate in QA testing of platform updates and new features before release

Requirements

2+ years of experience in onboarding, customer support, or account management (ideally in tech or health-related industries)
Familiarity with tools like Zoho and ticketing systems
Excellent communication skills with the ability to simplify technical concepts
Comfort with troubleshooting and documenting bugs effectively
Self-starter with strong time management skills and the ability to prioritize in a fast-paced, remote setting

Bonus Points For

Experience with product testing, QA, or contributing to user experience design

Benefits

Competitive salary commensurate with experience.
Opportunities for professional development and growth.
Work in a dynamic and supportive team environment.
Make a meaningful impact by helping to build and strengthen families in the Philippines.