Implementation Support Specialist - Special Projects

Rendever

3d•Remote

About The Position

We are looking for a motivated Implementation Support Specialist to join our team and act as a friendly, forward-facing resource for participants, caregivers, and care staff for our special projects, namely: THRIVE@Home. In this project, older adults aging in place will be using our Rendever VR platform to connect with residents of local senior living communities, helping to reduce social isolation and improve wellbeing. This project is kicking off in October 2026 and is supported by an incredible team, and we’re excited to add this role to help participants and their support networks navigate any potential challenges that arise as our platform is used in more diverse settings. The Implementation Support Specialist is responsible for helping customers, participants, and caregivers troubleshoot issues with their Rendever system, coordinating the setup and scheduling of training calls, maintaining records of technical support interactions, and collaborating with others to improve the company's overall technical support capabilities. During the first six months, the Specialist will focus on shadowing our experienced VR Support Specialist and assisting with participant training, gradually transitioning to primarily supporting study participants and their care teams. Execution and an operational mindset are essential for success in this role. If you’re unafraid to lean into the unknown and find solutions to technical user challenges, and you find excitement in learning about cutting-edge technology, you’ve come to the right place! Of course, we’re certain you’ll be a part of collecting some pretty incredible moments of impact each day, and can’t wait to see the stories come in.

Requirements

Customer service: As Rendever’s first point of contact for technical support, your customer service skills will be used to put customers at ease and help them solve their technical problems
Planning: Organizing tasks and coordinating schedules for system deliveries, training calls, and support requests ensures you can manage daily responsibilities from beginning to end.
Communication skills: Excellent listening and verbal communication skills are required to understand concerns from participants, caregivers, and care staff and clearly explain technical solutions to people with varying levels of comfort and experience with technology.
Technical Support Skills: Strong technical support skills are required in this role. Familiarity and interest in working with and helping others use computers and other technology remotely is vital to success. Having a passion of understanding new technology will help the Implementation Support Specialist succeed when working with participants who are using experimental technology, which will many times not have straightforward a previously documented solutions. troubleshoot VR hardware and software issues.
Time management: You’ll use time management skills to prioritize technical support requests, training calls, and system set up priorities quickly, allowing you to address all department expectations.
Problem-solving skills: Leveraging problem-solving skills to diagnose technical issues, guide participants, caregivers, and care staff through solutions, and escalate concerns when necessary. Problem solving skills are vital in this role, as you discover new technical issues for the first time, and work with the proper team to get them resolved, and the systems up and running again as soon as possible.

Responsibilities

Support the setup and deployment of study systems, including tracking system deliveries and scheduling training calls.
Act as the first point of contact for all inbound technical support requests from study participants, caregivers, and members of their care team.
Navigate troubleshooting requests to resolution, and communicate solutions and next steps to both internal and participants in a clear, patient, and accessible manner.
Write and deliver Bug Logs that clearly details steps to reproduce the bug, the overall impact on system usage, and assign severity level for the issue
Work collaboratively with the Research, Community Engagement, and Product teams to ensure that all technical issues are resolved in a timely manner, and relevant feedback is shared and integrated into the product roadmap
Manage communications with communities, participants, and families, ensuring we maintain the proactive and responsive delivery time that our brand is known for