# Customer Care -Technical Support Specialist

**Company:** [UWorld, LLC](http://jobs.workable.com/companies/iKYab55nauXrfbHiDEc3su.md)
**Location:** Hyderabad, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** Customer Care

[Apply for this job](http://jobs.workable.com/view/4edf8658-d4a0-4835-a3b4-ef57ec16506f)

## Description

UWorld is a leader in online test prep for college entrance, undergraduate, graduate, and professional licensing exams throughout the United States. Since 2003, over 2 million students have trusted us to help them prepare for high-stakes examinations.

We are seeking a Technical Support - Customer Care Specialist to serve as a primary point of contact for our end-users. Our users are students and professional 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 Technical Support - Customer Care Specialists interact daily with our end-users predominantly via email and phone, 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

**Minimum Education:**  

-   Bachelor’s degree required  
    

**Minimum Experience:**

-   3+ year of experience in a customer support role.
-   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 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  
    

**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
-   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