Job 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.

QUALIFICATIONS

MINIMUM EDUCATION:

• High School Diploma or GED; Bachelors degree preferred

MINIMUM EXPERIENCE:

• 1 year of experience in a _C_ustomer support role (or new graduate with 0 years of experience)
• 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-users 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 UWorlds products (specifically our RxPrep product)

• Flexibility to work on holidays, weekends and nights based on a rotating on-call schedule

JOB RESPONSIBILITIES:

Customer Issue Resolution

• 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-throughs (i.e. installing software)

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 ticketing system (Freshdesk)
• Add accurate solutions to knowledge database (might involve web page updates)

Consult and Collaborate

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

COMPENSATION AND 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 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.