Salary: 45-50K/year, based on experience
UWorld is the worldwide leader in online test prep practice materials. Since 2003, over a million students have trusted us to help them prepare for their high-stakes examinations.
We are seeking a Customer Care Specialist who will make an immediate impact to our web-based, exam-preparation company. Our users are students who are preparing for their entrance & board examinations. They need specialists who can offer patience, clarity, and acute attention to detail when resolving their customer service and technical issues. Ideal candidates will have technical support experience with a background in customer service.
1 year of experience in a technical customer support or inbound contact center environment
Working knowledge of HTML, CSS, web pages, and computer applications (databases and word processing)
Proficiency in Microsoft Windows, Mac OS/OSX, iOS and Android operating systems
Knowledge, Skills and Abilities:
Excellent written and oral communication skills to educate non-technical end-users
Flexibility to work on holidays, weekends and nights as based on a rotating on-call schedule
Ability to work independently and efficiently to meet deadlines
Willingness to take new projects and responsibilities as needed
Technical Issue Resolution
Provide customer support and technical issue resolution via email and phone
Resolve technical issues, including installing software and educating end-users on usage
Identify and correct operational issues
Customer Service Excellence
Build relationship and trust with customers via email and over phone
Promote good customer service by consistently providing premier customer satisfaction, a can-do attitude and a willingness to help
Exhibit effective communication and tele-management skill
Handle customer's problems with professionalism and empathy
Accuracy in resolving customer concerns
Data Entry and Tracking
Perform accurate data entry and web page updates
Log common user issues and coordinate with software developers
Create technical and procedural documents
Consult and Collaborate
Work with content developers and other departments as needed and on an ongoing basis regarding customer feedback/concerns
Work closely with software developers to resolve technical concerns
COMPENSATION AND BENEFITS:
This is a permanent position. No contract employees considered.
No H1B sponsorship is available
At UWorld, we believe strength is derived from the talents, ideas, and experiences of a diverse workforce. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected class. UWorld is proud to be an equal opportunity employer providing a drug-free workplace. If you have a disability or special need that requires accommodation, please let us know.