UWorld
Senior Customer Support Specialist
🇺🇸 Dallas, TX
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ January 19th, 2024
Customer ServiceUWorld has full-time openings on our growing Customer Support team. Based in Irving, Texas, we are seeking customer support senior Specialists to serve as primary points of contact for our customers. Our customers are students who are preparing for their high-stakes licensing exams, mainly in the medical, nursing, legal, accounting, and pharmaceutical fields.
The ideal candidates can communicate confidently and react quickly to technical, billing, account information, and product usability concerns. The Customer Support Senior Specialists interact daily with our customers predominantly via email (80%) and phone (20%), with the goal of first contact resolution.
The customer support department completes tasks within a teamwork environment, and its team members are always collaborating effectively in a changing environment. The team’s mindset is to offer an ongoing higher level of customer service by pursuing continuous improvement opportunities.
Minimum Education
- Associate or bachelor's degree.
Minimum Experience
- 3 years of experience in a customer support role
- 2 years of technical support background
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 appropriate response is given.
- Ability to communicate clearly and concisely (and with proper spelling/grammar).
- Flexibility to work on some holidays and weekends, based on a rotating on-call schedule.
Job Duties:
- Troubleshoot customer Issue and reach a resolution, both technical and non-technical issues
- Aim to have first contact resolution.
- Manage and resolve technical and product support requests from customers efficiently and accurately
- Communicate confidently and react quickly to technical, billing, account information, 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 to communicate end-user feedback to stakeholders
Compensation and Benefits
- Competitive compensation based on education and experience
- Comprehensive benefits package (medical, vision, dental, life, disability)
- Paid time off and 401(k) plan for retirement
- On-site group fitness classes
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.
