Customer Care -Technical Support Specialist at UWorld, LLC

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

20 Jul, 26

Salary

0.0

Posted On

21 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, Customer service, Microsoft Windows, Mac OS, iOS, Android, Problem solving, Communication, Ticketing system, Data entry, First contact resolution, Product support, Billing support, Account support, Knowledge base management

Industry

E-Learning Providers

Description

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

Responsibilities

The specialist will serve as the primary point of contact for end-users, resolving technical, billing, and product usability issues via email and phone. They are also responsible for logging issues in the ticketing system and collaborating on knowledge base articles to ensure service excellence.