Customer Care -Technical Support Specialist

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 </li></ul> Minimum Experience:
  • 3+ year of experience in a customer support role.
  • Technical support background is a plus </li> </ul> 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 </li> </ul> 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 </li> </ul> Customer Service Excellence
        • Display professionalism and empathy during all interactions with end-users
        • Be a problem solver and solution champion for end-users </li> </ul> 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 </li> </ul> Consult and Collaborate
            • Maintain interdepartmental communication in order to communicate end-user feedback to stakeholders