Customer Care - Technical Support Specialist

Role & responsibilities

Minimum Education:

• Bachelors 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 UWorlds 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