Customer Care Specialist

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+ years of experience in a customer support/Customer Care role. Experience in SaaS, software support would be ideal

• Technical support (web application, mobile apps, cloud) background

• 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