Customer Care Specialist- UWorld

UWorld has a full-time opening on our growing Customer Care team. Based in Dallas, Texas, we are seeking a Customer Care Specialist to serve as a primary point of contact for our end-users. Our users are students 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 Customer Care Specialists interact daily with our end-users predominantly via email (80%) and phone (20%), with the goal of first contact resolution.

Qualifications

Minimum Education

• Associate degree required; Bachelor’s degree preferred
   

• 1 year of experience in a technical customer support role
   

• Working knowledge of Microsoft Windows, Mac OS/OSX, iOS and Android operating systems

• Working knowledge of HTML and CSS highly preferred
• Ability to listen and understand the end-user’s concern so that the appropriate response is given
• Ability to communicate clearly and concisely (and with proper spelling/grammar)
• Must develop in-depth understanding of UWorld’s products (USMLE, MCAT, NCLEX, SAT, etc)
• Flexibility to work on holidays, weekends and nights based on a rotating on-call schedule



 

• Aim to have first contact resolution
• Manage and resolve technical and product support requests from external end-users efficiently and accurately
• Educate end-users on product usability, inclusive of any technical walk-through (i.e. installing software)


 

• Display professionalism and empathy during all interactions with end-users
• Be a problem solver and solution champion for end-users


 

• Log and document common user issues accurately within ticketing system (Freshdesk)
• Add accurate solutions to knowledge database (might involve web page updates)


 

• Maintain interdepartmental communication in order to communicate end-user feedback to stakeholders
   

• Competitive compensation (contingent on experience)
• Paid time off (based on sliding scale according to hire date and work hours)
• Comprehensive benefits package (medical, vision, dental, life, disability)
• 401(k) plan for retirement with 4% employer matching (eligibility after 90 days of employment)
• On-site group fitness classes & relaxed work environment

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.