Technical Support-Customer Care Specialist (Job Vacancy)

UWorld is a leader in online test prep for college entrance, undergraduate, graduate, and professional licensing exams throughout the United States. Since 2003, millions of students have trusted us to help them prepare for high-stakes examinations.

We are seeking a Technical Support - Customer Care Specialist to serve as a primary point of contact for our end-users. Our users are students and professionals who are preparing for their high-stakes entrance & board examinations. They need specialists who can communicate confidently and react quickly to their technical, billing/account, and product usability concerns. Our Technical Support - Customer Care Specialists interact daily with our end-users predominantly via email (80%) and phone (20%), with the goal of first contact resolution. The candidate must feel comfortable working in a team environment and collaborate effectively in a changing environment, with a continuous improvement mindset, helping pursue a higher level of service excellence.

Requirements

Minimum Education:

• Bachelor's degree required

Minimum Experience:

• 3+ year of experience in a customer support role
• Technical support background is a plus

Knowledge, Skills, and Abilities:

• Working knowledge of Microsoft Windows, Mac OS/OSX, iOS, and Android operating systems
• Ability to listen and understand the end user's concern so that the best response is given
• Ability to communicate clearly and concisely (and with proper spelling/grammar)
• Must develop an in-depth understanding of UWorld's products
• Have the flexibility to work on some holidays and weekends, based on a rotating schedule

JOB RESPONSIBILITIES:

Customer Issue Resolution

• Aim to have first contact resolution
• Manage and resolve technical and product support requests from customers efficiently and accurately
• We are looking for customer care specialists who can communicate confidently and react quickly to our customer's technical, billing/account, product usability, and product navigation

Customer Service Excellence

• Display professionalism and empathy during all interactions with end-users
• Be a problem solver and solution champion for end-users

Data Entry and Tracking

• Log and document common user issues accurately within the ticketing system
• Collaborate in writing Knowledge base articles based on customer interactions

Consult and Collaborate

• Maintain interdepartmental communication in order to communicate end-user feedback to stakeholders