Technical Onboarding Specialist

Opencare.com; Batu Pahat; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading healthcare technology company is seeking a Technical Onboarding Specialist to guide customers through software installations, conduct training sessions, and ensure successful integration of services. The ideal candidate will bring over 3 years of technical support experience, strong communication skills, and a knack for simplifying complex tasks. This is a remote-first position, accommodating applicants from various regions.

Qualifications

• 3+ years in customer-facing technical support.
• Comfortable troubleshooting Windows environments.
• Strong communicator simplifying complex topics.

Responsibilities

• Guide customers through installation of Practice Management Software.
• Teach effective use of the Opencare platform.
• Monitor onboarding milestones and communicate progress.

Skills

Customer-facing technical support

Windows troubleshooting

Virtual training delivery

Strong communication

Critical thinking

Tools

Google Sheets

Excel

Looker

Job description

At Opencare, we are a remote‑first organization and we welcome applicants across Canada, USA, LATAM and the Philippines. Instead of waiting for our talent team to review your application, we encourage you to jump straight into the process by interviewing with our AI‑powered system. This short, async interview lets you showcase your skills and experiences right away, and every AI interview is reviewed by our recruiters.

Technical Onboarding Specialist AI Interview

Before you read any further: Our strength at Opencare relies on the diversity of perspective that we work hard to craft on our team. We are all solving the same set of problems from our own unique lenses, and this is fundamental to our success as a business.

Opencare’s Mission

To reinvent how dentists run their practices, so they can focus on what matters most: providing exceptional patient care. Running a dental practice is becoming more and more complicated every year. At Opencare, we believe that dentists should be focused on delivering world‑class patient experiences and care, not worrying about where their next patient is going to come from. Opencare is making that a reality by conveniently enabling patients to find a new dentist that perfectly matches their needs, and seamlessly book and visit them for the first time. We live our most important life moments through our mouths, from laughing with friends to eating our favourite meal to kissing our loved ones goodnight. Despite that, most people avoid seeing a dentist and prioritizing their oral wellness. We are changing that.

Our Customer Enablement Team’s Vision

At Opencare, we believe that delivering exceptional care begins with a seamless, empowering experience for dental practices. Our Customer Enablement Team is on a mission to be more than a support function – we are strategic partners in practice success. We set our customers up for long‑term growth by combining personalized onboarding, impactful training, and continuous enablement that drives adoption and patient satisfaction.

Technical Onboarding Specialist

We’re looking for a Technical Onboarding Specialist who is empathetic, proactive, and equally comfortable working with dental teams and technical systems. In this role, you’ll combine onboarding, product training, and light technical implementation to ensure that every new Opencare customer is confidently set up for success – while also supporting integrations and internal tooling that drive our onboarding engine.

Your Primary Role

• Own the technical aspects of customer onboarding and guide our customers through the installation and technical configuration of Practice Management Software integrations.
• Teach practices how to use the Opencare platform effectively – including core workflows, scheduling best practices, and guidance that helps them succeed from day one.
• Assist with diagnosing and resolving compatibility or data flow issues – think critically to uncover root causes.
• Contribute to internal enablement by sharing successful tactics, and refining documentation and workflows.
• Monitor onboarding and activation milestones tied to Time to First Value (TTFV), proactively communicating progress, risks, and successes to internal stakeholders.
• Ensure a seamless hand‑off to Support and Customer Success at the end of the activation period, with a focus on achieving strong TTFV outcomes for each practice.
• Design and lead virtual training sessions (live and recorded) for dental teams, ensuring clarity, engagement, and knowledge retention to enhance the patient journey.
• Collaborate with Product, Engineering, Support, and Success to identify and resolve friction points in the onboarding experience.
• Advocate for customers internally – bringing insights and feedback from the frontlines to help us continuously improve.

Skills of a Successful Candidate

• 3+ years of experience in customer‑facing technical support (call centre, IT helpdesk, or MSP).
• Comfortable troubleshooting Windows environments, guiding users through installations, and diagnosing issues over phone or screen share.
• Strong communicator with a knack for making complex topics feel simple and accessible.
• Confident leading virtual trainings or presentations for small‑to‑medium‑sized teams.
• Strong diagnostic instincts – think critically, explore root causes, and don’t stop at surface-level symptoms.
• Highly organized and capable of managing multiple onboardings or integration projects without losing momentum.
• High reliability and follow‑through: shows up prepared, communicates early if blocked, and doesn’t miss client commitments.
• A proactive, solutions‑oriented mindset. You love identifying problems and finding better ways to do things.

Bonus Attributes That Will Make You Stand Out

• Familiarity with Dental Practice Management software or healthcare systems (we’ll teach this if you don’t have it yet).
• Comfortable working with data – whether in Google Sheets, Excel, or Looker – and can interpret trends or surface insights that help the team make better decisions.
• Experience creating educational content or contributing to knowledge bases (Zendesk Help Center articles, job aids, short explainer videos, FAQ docs) using tools like Canva, Loom, or similar editors.
• Familiarity with advanced Windows troubleshooting tools like Registry Editor, Command Prompt, or PowerShell – especially for checking configurations, services, or system‑level issues.

A Note on Learning and Growth

We recognize that not every candidate will check every box – and that’s okay. We’re especially excited to meet candidates with a solid technical foundation who are eager to learn, grow into the role, and expand their impact over time. We’ll teach you the dental‑specific tools and workflows – what matters most is your curiosity, drive, and customer‑first and continuous improvement mindset.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you require assistance or an accommodation due to disability during the interview process, please inform your Talent Partner.