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Technical Support Specialist - immediate need

Department: IT & Technical Support
Location: Dallas, TX

Salary: 45-50K/year, based on experience


UWorld is the worldwide leader in online test prep practice materials. Since 2003, over a million students have trusted us to help them prepare for their high-stakes examinations.

We are seeking a Customer Care Specialist who will make an immediate impact to our web-based, exam-preparation company. Our users are students who are preparing for their entrance & board examinations. They need specialists who can offer patience, clarity, and acute attention to detail when resolving their customer service and technical issues. Ideal candidates will have technical support experience with a background in customer service.

Minimum Education:

  • Associate’s or Bachelor's degree 

Minimum Experience:

  • 1 year of experience in a technical customer support or inbound contact center environment
  • Working knowledge of HTML, CSS, web pages, and computer applications (databases and word processing)
  • Proficiency in Microsoft Windows, Mac OS/OSX, iOS and Android operating systems

Knowledge, Skills and Abilities:

  • Excellent written and oral communication skills to educate non-technical end-users
  • Flexibility to work on holidays, weekends and nights as based on a rotating on-call schedule
  • Ability to work independently and efficiently to meet deadlines
  • Willingness to take new projects and responsibilities as needed

JOB RESPONSIBILITIES:

Technical Issue Resolution

  • Provide customer support and technical issue resolution via email and phone
  • Resolve technical issues, including installing software and educating end-users on usage
  • Identify and correct operational issues

Customer Service Excellence

  • Build relationship and trust with customers via email and over phone
  • Promote good customer service by consistently providing premier customer satisfaction, a can-do attitude and a willingness to help
  • Exhibit effective communication and tele-management skill
  • Handle customer's problems with professionalism and empathy
  • Accuracy in resolving customer concerns

Data Entry and Tracking 

  • Perform accurate data entry and web page updates
  • Log common user issues and coordinate with software developers
  • Create technical and procedural documents

Consult and Collaborate

  • Work with content developers and other departments as needed and on an ongoing basis regarding customer feedback/concerns
  • Work closely with software developers to resolve technical concerns

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

LIMITATIONS:

  • This is a permanent position. No contract employees considered.
  • No H1B sponsorship is available

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.

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