Implementation Support Specialist - Special Projects

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.

Roles & 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

Customer service: