Edtech.com's Summary

UWorld, LLC is hiring a Customer Care Specialist. This role involves serving as a primary contact for end-users, predominantly students, to address their technical, billing, and product usability concerns efficiently, with a focus on achieving first contact resolution mainly via email and phone.

Highlights

Manage and resolve technical, billing, account, and product usability requests.
Required to have an Associate or Bachelor’s degree.
Must have at least 2 years of experience in a customer support role.
Strong communication skills and ability to display professionalism and empathy.
Experience with Microsoft Windows, Mac OS/OSX, iOS, and Android.
Utilize ticketing system (Freshdesk) for logging and tracking issues.
Competitive compensation and comprehensive benefits package.
401(k) plan with 5% employer matching after 90 days of employment.
On-site group fitness classes and a relaxed work environment.

Customer Care Specialist Full Description

Local candidates highly preferred!

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. 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

QUALIFICATIONS

Minimum Education:

Associate or Bachelor’s degree required

Minimum Experience:

2 year of experience in a customer support/Customer Care role.
Technical support (web application, mobile apps, cloud) background is a plus!

Knowledge, Skills, and Abilities:

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

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 (Freshdesk)
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

Benefits

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 5% 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.

Original Job Description

Local candidates highly preferred!

Requirements

QUALIFICATIONS

Minimum Education:

Associate or Bachelor’s degree required

Minimum Experience:

2 year of experience in a customer support/Customer Care role.
Technical support (web application, mobile apps, cloud) background is a plus!

Knowledge, Skills, and Abilities:

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

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 (Freshdesk)
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

Benefits

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 5% employer matching (eligibility after 90 days of employment)
On-site group fitness classes & relaxed work environment

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