Technical Support Specialist - Exam Support (Weekends)

NBME’s B2B Customer Solutions Team is looking for a Technical Customer Support Specialist to serve as the first point of contact for medical educators, administrators, and examinees. In this role you will guide users through our exam-delivery platforms, troubleshoot technical issues, and ensure a seamless testing experience before, during, and after high- and low-stakes assessments.

Responsibilities

• Provide technical assistance across exam-delivery platforms, portals, and applications for both high- and low-stakes assessments.
• Assist customers with system compatibility checks and troubleshoot issues related to login access, connectivity, and exam launches.
• Deliver real-time, test-day phone support by diagnosing and resolving technical and non-technical issues during high-stakes exam administrations.
• Collaborate with IT teams, business partners, test vendors, and cross-functional teams to troubleshoot and resolve issues.
• Guide users via phone and email through all phases of the test-administration lifecycle (pre-test, test day, post-test) for both remote and in-person proctoring.
• Respond to routine inquiries regarding exam assessments, procedures, policies, and best practices.
• Investigate and resolve issues related to exam ordering, registration, rosters, scheduling, score posting, and other administrative processes.
• Review test-day incident reports (IRs), identify issues requiring follow-up, and escalate or assign reports to appropriate staff.
• Perform operational support tasks in accordance with established policies, procedures, and timelines.
• Build and maintain strong customer relationships through prompt, professional communication.
• Accurately document customer interactions, troubleshooting steps, and resolutions in Salesforce; monitor and follow up on open issues.
• Contribute to and maintain support documentation, including troubleshooting guides, knowledge-base articles, and manuals.
• Collaborate with internal teams to ensure documentation reflects current system functionality and workflows.
• Participate in user-acceptance testing (UAT) for system updates and enhancements; share customer feedback and identify recurring issues to support process improvement.

Qualifications

• Minimum of 3 years in a technical support or customer service role.
• Experience supporting assessment products, software, or digital platforms in a technical environment.
• Background in educational technology, assessment tools, or online testing platforms is a plus.
• Bachelor’s degree or equivalent technical training and work experience.

Skills and Abilities

• Excellent written and verbal communication skills.
• Strong problem-solving abilities with a customer-first mindset.
• Ability to troubleshoot and resolve technical issues in real-time.
• Familiarity with exam-delivery platforms and remote/in-person proctoring tools (preferred but not required).
• Quick learner with the ability to adapt to new systems and technologies.
• Proficiency in Windows, macOS, iPads, and major browsers.
• Experience with Salesforce or similar CRM systems.
• Familiarity with ServiceNow, JIRA, or similar tools for issue escalation.
• Proficiency in Microsoft Office and screen-capture tools (e.g., SnagIt).
• Comfortable working both independently—especially during solo weekend shifts—and collaboratively within a team.
• Demonstrated willingness to develop in-depth knowledge of NBME’s assessment products, platforms, and services.

Schedule

• Tuesday 5:00 AM–12:00 PM
• Wednesday 5:00 AM–12:00 PM
• Saturday 8:00 AM–8:00 PM
• Sunday 8:00 AM–8:00 PM

Flexibility to work additional hours based on business needs is required.

About NBME

NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse, and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical-school journey and provide assessment services to various health-profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration, and contributions to the medical-education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education.

Benefits

• Healthcare, Dental, Prescription, and Vision plans
• 401(k) with company match
• Tuition Reimbursement Plan
• Commuter Benefit: Public Transit or Parking options
• Remote-Friendly Workplace

Pay

$50,981–$63,726 per year. The offered rate typically aligns with the minimum to midrange of this grade, but may vary based on qualifications, experience, department budget, and internal equity review.