Customer Care - Technical Support Specialist

UWorld is a renowned provider of online test preparation resources for various educational and professional exams in the United States. Since 2003, we have supported over a million students in their journey towards excelling in high-stakes assessments. We are currently looking for a dedicated Technical Support - Customer Care Specialist who will play a crucial role as the main point of contact for our users. Our clientele consists of students and professionals gearing up for critical entrance and board exams. The ideal candidate should possess excellent communication skills, be adept at handling technical, billing/account, and product usability queries promptly and effectively. Our Technical Support - Customer Care Specialists primarily engage with users via email and phone, aiming for swift resolution of issues on the first contact. Working collaboratively in a dynamic setting, the candidate should strive towards continuous improvement and the delivery of top-notch service. Requirements: - Minimum Education: Bachelor's degree is mandatory - Minimum Experience: At least 3 years of experience in customer support; technical support background is advantageous - Knowledge, Skills, and Abilities: - Proficiency in Microsoft Windows, Mac OS/OSX, iOS, and Android operating systems - Strong listening skills to grasp user concerns effectively - Clear and concise communication abilities with a focus on proper spelling and grammar - Comprehensive understanding of UWorld's product offerings - Willingness to work on weekends and holidays based on a rotational schedule Job Responsibilities: Customer Issue Resolution - Strive for first contact resolution - Efficiently manage and resolve technical and product support queries from customers - Address technical, billing/account, product usability, and product navigation concerns promptly Customer Service Excellence - Demonstrate professionalism and empathy in all user interactions - Act as a problem solver and advocate for users" needs Data Entry and Tracking - Accurately log and document common user issues in the ticketing system - Collaborate in creating Knowledge base articles based on user interactions Consult and Collaborate - Foster communication across departments to relay user feedback to stakeholders Join our team as a Technical Support - Customer Care Specialist and contribute to providing unparalleled support to our valued users.,