Onboarding & Customer Support Specialist - Virtual Assistant
Onboarding & Customer Support Specialist - Virtual Assistant
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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 youre 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.
Previous experience in a medical administrative role (medical assistant, medical receptionist, or similar) is preferred. Familiarity with WebPT EMR and Therabill for patient payment posting is a plus. Strong communication skills, both written and verbal. Ability to manage multiple tasks and prioritize effectively. Excellent organizational skills and attention to detail. High level of professionalism and commitment to maintaining patient confidentiality. Comfortable with remote work and proficient in using virtual communication tools. Knowledge of insurance verification and pre-authorizations is a plus. Ability to work collaboratively with a team and contribute to a positive patient experience.
Employment Type
Full Time
