UWorld
Customer Care - Technical Support Specialist
Edtech.com's Summary
- Resolve technical and product support requests efficiently, aiming for first contact resolution.
- Communicate confidently and empathetically with end-users about technical, billing, and usability concerns.
- Maintain detailed records of user issues and contribute to knowledge base article creation.
- Collaborate with internal departments to relay user feedback effectively.
- Required proficiency with Microsoft Windows, Mac OS/OSX, iOS, and Android operating systems.
- Must hold a Bachelor's degree and have at least 3 years of experience in customer support; technical support background is a plus.
- Position requires flexibility to work some holidays and weekends on a rotating schedule.
- Handle communications primarily via email and phone.
- Employ strong listening and clear communication skills with proper spelling and grammar.
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:
- Bachelorâs 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 UWorldâs 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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