Edtech.com's Summary

UWorld, LLC is hiring a Customer Care - Technical Support Specialist. The role involves serving as the primary point of contact for end-users, addressing their technical, billing, and product usability issues through email and phone communication. The specialist will manage customer support requests efficiently, aiming for first contact resolution while collaborating with teams to improve service quality.

Highlights

Resolve technical and product support requests to ensure first contact resolution.
Communicate clearly and confidently with customers regarding technical, billing, and usability issues.
Work knowledge of Microsoft Windows, Mac OS/OSX, iOS, and Android operating systems is required.
Maintain professionalism and empathy during interactions, acting as a problem solver.
Log and document user issues accurately within the ticketing system and contribute to knowledge base articles.
Collaborate with internal departments to communicate end-user feedback effectively.
Must hold a Bachelor’s degree with at least 3 years of customer support experience; technical support background is a plus.
Flexibility to work some holidays and weekends on a rotating schedule is necessary.
Serve a clientele primarily consisting of students and professionals preparing for high-stakes exams.

Customer Care -Technical Support Specialist Full Description

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+ 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

Original Job Description

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

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Customer Care -Technical Support Specialist

Edtech.com's Summary

Customer Care -Technical Support Specialist Full Description

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