Customer Care -Technical Support Specialist

As a Technical Support - Customer Care Specialist at UWorld, you will play a crucial role as the primary point of contact for our end-users, who are students and professionals preparing for high-stakes entrance & board examinations. Your main responsibilities will involve addressing technical, billing/account, and product usability concerns with confidence and promptness. You will interact with our users primarily through email and phone, with the ultimate goal of achieving first contact resolution. It is essential to be comfortable working in a team environment, adapt effectively to changes, and possess a mindset focused on continuous improvement to deliver a higher level of service excellence. **Key Responsibilities:** - Aim to achieve first contact resolution for customer issues - Manage and resolve technical and product support requests efficiently and accurately - Communicate confidently and react promptly to customer's technical, billing/account, product usability, and product navigation queries - Display professionalism and empathy in all interactions with end-users - Be a problem solver and advocate for solutions for end-users - Log and document common user issues accurately within the ticketing system - Collaborate in writing Knowledge base articles based on customer interactions - Maintain communication with other departments to relay end-user feedback to stakeholders **Qualifications Required:** - Bachelors degree required - Minimum 3 years of experience in a customer support role - Technical support background is a plus - Working knowledge of Microsoft Windows, Mac OS/OSX, iOS, and Android operating systems - Ability to listen and understand end user concerns effectively - Clear and concise communication skills with proper spelling and grammar - In-depth understanding of UWorld's products - Flexibility to work on some holidays and weekends based on a rotating schedule Join UWorld and be part of a team dedicated to helping millions of students and professionals achieve success in their academic and professional endeavors.,