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Customer Care
4 weeks ago
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
