Customer Care Specialist- UWorld

They need specialists who can communicate confidently and react quickly to their technical, billing/account, and product usability concerns. Our Customer Care Specialists interact daily with our end-users predominantly via email (80%) and phone (20%), with the goal of first contact resolution.

Qualifications

• Associate degree required; Bachelor’s degree preferred

• 1 year of experience in a technical customer support role

• Working knowledge of Microsoft Windows, Mac OS/OSX, iOS and Android operating systems
• Working knowledge of HTML and CSS highly preferred
• 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)
• Must develop in-depth understanding of UWorld’s products (USMLE, MCAT, NCLEX, SAT, etc)
• Flexibility to work on holidays, weekends and nights based on a rotating on-call schedule

Job Responsibilities

• Aim to have first contact resolution
• Manage and resolve technical and product support requests from external end-users efficiently and accurately
• Educate end-users on product usability, inclusive of any technical walk-through (i.e. installing software)

• Display professionalism and empathy during all interactions with end-users
• Be a problem solver and solution champion for end-users

• Log and document common user issues accurately within ticketing system (Freshdesk)
• Add accurate solutions to knowledge database (might involve web page updates)

• Maintain interdepartmental communication in order to communicate end-user feedback to stakeholders

• Competitive compensation (contingent on experience)
• Paid time off (based on sliding scale according to hire date and work hours)
• Comprehensive benefits package (medical, vision, dental, life, disability)
• 401(k) plan for retirement with 4% employer matching (eligibility after 90 days of employment)
• On-site group fitness classes & relaxed work environment