Customer Care - Technical Support Specialist

Overview

Serve as a primary point of contact for UWorld's students and professional end-users preparing for high-stakes entrance and board examinations, resolving technical, billing/account, and product usability concerns.

What you'll do

• Manage and resolve technical and product support requests from customers efficiently and accurately, aiming for first contact resolution.
• Communicate confidently and react quickly to customers' technical, billing/account, product usability, and product navigation concerns.
• Display professionalism and empathy during all interactions with end-users.
• Be a problem solver and solution champion for end-users.
• Log and document common user issues accurately within the ticketing system.
• Collaborate in writing Knowledge base articles based on customer interactions.
• Maintain interdepartmental communication to convey end-user feedback to stakeholders.

What you'll need

• Bachelor's degree required.
• 3+ years of experience in a customer support role.
• 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 (with proper spelling/grammar).
• Must develop an in-depth understanding of UWorld's products.
• Comfortable working in a team environment and collaborating effectively in a changing environment, with a continuous improvement mindset.

Nice to have

• Technical support background.

Details

• Flexibility to work on some holidays and weekends, based on a rotating schedule.
• Interactions with end-users predominantly via email and phone.