Customer Care Specialist
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)
- Develop an in-depth understanding of UWorld’s products
- 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
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