MedServe: Transforming Medication Management at the Point-of-Care
MedServe is a pioneering digital narcotic management system developed to safeguard outpatient healthcare facilities against drug diversion. The system emphasizes security, compliance, and operational efficiency, offering institutions a reliable solution to meet stringent healthcare standards. By focusing on innovation and patient safety, MedServe is committed to transforming narcotic management and improving healthcare processes.
THE JOB: Onboarding & Support Specialist
The Onboarding & Customer Support Specialist is responsible for onboarding and implementing medical cabinet solutions at customer sites (or remotely), configuring hardware/software settings, training users, and providing ongoing technical support to ensure a high-quality customer experience. This role partners closely with Sales, IT, and Operations to deliver successful go-lives and timely issue resolution. You must be passionate about improving healthcare and willing to travel 50% of the time!
RESPONSIBLITIES:
Customer Implementations & Onboarding
- Lead end-to-end implementations for medical cabinet deployments, including kickoff, site readiness coordination, configuration, testing, go-live, and stabilization.
- Collect and validate customer requirements (workflows, locations, user roles, security/access needs) and translate them into configuration plans.
- Coordinate with internal teams and customer stakeholders to manage timelines, dependencies, and deliverables.
- Perform system setup activities, such as device configuration, user provisioning, permissions/roles, integrations (where applicable), and go-live checklists.
- Deliver user training (in-person and virtual) for administrators and end users; develop quick reference guides as needed.
- Document implementation outcomes and ensure proper handoff to support/customer success.
Customer Support (Tier 1 / Tier 2)
- Provide timely, professional support via phone, email, and ticketing system; diagnose and resolve hardware/software issues.
- Troubleshoot cabinet device problems (e.g., access, locking, sensors, network connectivity, power, user authentication) and escalate complex issues appropriately.
- Track incidents through resolution, communicating status updates and ensuring customer satisfaction.
- Maintain accurate case notes, resolution steps, and knowledge base articles to reduce repeat issues.
- Support software release readiness (basic regression checks, customer communications support, and issue triage).
- Coordinate and manage cabinet software update deployments.
Quality, Compliance, and Process Improvement
- Follow SOPs for deployment, support, documentation, and customer communications.
- Assist with continuous improvement of implementation playbooks, training materials, and support workflows.
- Ensure processes align with customer security expectations (HIPAA-adjacent environments, least-privilege access, audit readiness) as applicable to the product.
QUALIFICATIONS:
Required Qualifications
- 2+ years of experience in customer support, technical support, field service, implementations, onboarding, or similar customer-facing role.
- Demonstrated troubleshooting ability across hardware, software, and networking fundamentals.
- Experience training users and communicating technical concepts to non-technical audiences.
- Strong documentation skills and comfort using ticketing/HubSpot.
- Ability to manage multiple active customers/projects with strong follow-through.
Preferred Qualifications:
- Experience with healthcare environments (clinics, hospitals, ambulatory surgery centers, long-term care, pharmacies).
- Familiarity with access control, authentication/SSO (e.g., Entra ID), user provisioning, and role-based permissions.
- Understanding of networking basics (IP addressing, DHCP, DNS, Wi-Fi vs. Ethernet, firewall coordination).
- Experience supporting IoT-like devices, kiosks, secured cabinets, dispensing equipment, or inventory systems.
- Associate’s or Bachelor’s degree in IT, healthcare technology, or related field (or equivalent experience).
Key Skills & Competencies
- Customer-first mindset; calm and effective under pressure
- Structured problem solving and root cause analysis
- Strong verbal/written communication and stakeholder management
- Organized project execution (checklists, timelines, handoffs)
- Ability to work independently and collaborate cross-functionally
Travel & Work Conditions
- Primarily working remotely from home and customer facilities across the US, some in-person meetings and customer success
- Required travel between 50% and 75% for onsite customer implementations and occasional customer escalations.
- Ability to lift up to 35lbs (if cabinets/hardware handling is expected)
- Work may include occasional after-hours support
Success Metrics
- Implementation on-time go-live rate and post-go-live issue rate
- Average time to resolution and first-contact resolution percentage
- Customer satisfaction (CSAT/NPS) and ticket quality/documentation completeness
- Training effectiveness and reduction in repeat issues via knowledge base improvements