Customer Care Specialist- UWorld

UWorld has a full-time opening on our growing Customer Care team. Based in Dallas, Texas, we are seeking a Customer Care Specialist to serve as a primary point of contact for our end-users. Our users are students 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 Customer Care Specialists interact daily with our end-users predominantly via email (80%) and phone (20%), with the goal of first contact resolution.



Qualifications



Minimum Education

• 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

• 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