Customer Care

4 days ago

Hyderabad, Telangana, India UWorld Full time US$ 40,000 - US$ 80,000 per year

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

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