UWorld is a leader in online test prep for college entrance, undergraduate, graduate, and professional licensing exams throughout the United States. Since 2003, over 2 million 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 professional 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 and phone, 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+ years 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