Qureos Mentor

UWorld, LLC

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: 
<ul>
<li>Bachelor’s degree required</li>
</ul>
Minimum Experience: 
<ul>
<li>3+ year of experience in a customer support role.</li>
<li>Technical support background is a plus</li>
</ul>
Knowledge, Skills, and Abilities: 
<ul>
<li>Working knowledge of Microsoft Windows, Mac OS/OSX, iOS, and Android operating systems</li>
<li>Ability to listen and understand the end user's concern so that the best response is given</li>
<li>Ability to communicate clearly and concisely (and with proper spelling/grammar)</li>
<li>Must develop an in-depth understanding of UWorld’s products.</li>
<li>Have the flexibility to work on some holidays and weekends, based on a rotating schedule</li>
</ul>
JOB RESPONSIBILITIES: 
Customer Issue Resolution
 <ul>
<li>Aim to have first contact resolution</li>
<li>Manage and resolve technical and product support requests from customers efficiently and accurately</li>
<li>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
 <ul>
<li>Display professionalism and empathy during all interactions with end-users</li>
<li>Be a problem solver and solution champion for end-users</li>
</ul>
Data Entry and Tracking
 <ul>
<li>Log and document common user issues accurately within the ticketing system</li>
<li>Collaborate in writing Knowledge base articles based on customer interactions</li>
</ul>
Consult and Collaborate
 <ul>
<li>Maintain interdepartmental communication in order to communicate end-user feedback to stakeholders</li>
</ul>

Customer Care -Technical Support Specialist

Join UWorld, LLC and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

UWorld, LLC

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Customer Care -Technical Support Specialist