Customer Care -Technical Support Specialist – UWorld, LLC – Full Job Description

Company: UWorld, LLC
Location: Hyderabad, Telangana
Job Type: Full-time
Salary: Full-time

UWorld, a leader in online test prep for college entrance, undergraduate, graduate, and professional licensing exams throughout the United States, is seeking a Technical Support – Customer Care Specialist to serve as a primary point of contact for our end-users.

Since 2003, over a million students have trusted us to help them prepare for high-stakes examinations. Our users are students and professionals 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: 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