UWorld
Customer Care Specialist
Edtech.com's Summary
- Manage and resolve technical and product support requests aimed at first contact resolution.
- Communicate confidently with end-users through predominantly email and some phone interactions.
- Develop in-depth knowledge of UWorld’s products to support users effectively.
- Log and document user issues accurately using Freshdesk ticketing system.
- Collaborate on creating knowledge base articles and maintaining interdepartmental communication.
- Minimum associate or bachelor's degree required with 2+ years customer support experience, preferably in SaaS or software support.
- Technical skills include working knowledge of Windows, Mac OS/OSX, iOS, and Android operating systems.
- Flexible to work some holidays and weekends on a rotating schedule.
- Offers competitive compensation, paid time off, comprehensive benefits, and a 401(k) plan with employer matching.
- Serves student users preparing for high-stakes entrance and board examinations.
Customer Care Specialist Full Description
Local candidates highly preferred!
UWorld has a full-time opening on our growing Customer Care team. Based in Dallas, Texas, we are seeking a Customer Care Specialist to serve as a primary point of contact for our end-users. Our users are students 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 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
QUALIFICATIONS
Minimum Education:
- Associate or Bachelorâs degree required
Minimum Experience:
- 2+ years of experience in a customer support/Customer Care role. Experience in SaaS, software support would be ideal
- Technical support (web application, mobile apps, cloud) background
Knowledge, Skills, and Abilities:
- 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 UWorldâs products
- Have the flexibility to work on some holidays and weekends, based on a rotating schedule
- Working knowledge of Microsoft Windows, Mac OS/OSX, iOS, and Android operating systems
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 (Freshdesk)
- 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
Benefits
- Competitive compensation (contingent on experience)
- Paid time off (based on sliding scale according to hire date and work hours)
- Comprehensive benefits package (medical, vision, dental, life, disability)
- 401(k) plan for retirement with 5% employer matching (eligibility after 90 days of employment)
- On-site group fitness classes & relaxed work environment
At UWorld, we believe strength is derived from the talents, ideas, and experiences of a diverse workforce. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected class. UWorld is proud to be an equal opportunity employer providing a drug-free workplace. If you have a disability or special need that requires accommodation, please let us know.
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