Customer Care -Technical Account Representative

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.

The Technical Account Representative will work with the internal and external customers, to ensure the successful implementation of UWorld products and services. Day-to-day responsibilities include operational aspects of product fulfillment, customer onboarding experience, product training and support, data collection and reporting, and providing excellent customer service. Technical Account Representatives are customer-oriented, tech-savvy, and the client's main post-sale point of contact.

• Work with UWorld staff and university/district/school personnel to define project priorities, success criteria, and effectively manage priorities to ensure the successful launch of UWorld implementations.
• Coordinate customer data setup and monitoring of data transfers.
• Monitor implementation plans, ongoing product usage, and act as a coordinator for all aspects of each customer implementation, including our Early Adopter and Pilot programs.
• Identify best practices to improve customer communications related to product implementation.
• Monitor the progress of customers onboarding and post-launch activities. When needed, alert stakeholders and UWorld staff to launch readiness blocks and implement solutions or workarounds during onboarding and post-launch for high-priority issues.
• Create standardized implementation procedures and training documents.
• Provide customer-facing launch training and ongoing support for the UWorld learning platform and faculty tools.
• Assist in quality assurance and testing of newly released online products and platform features.
• Compile ongoing customer usage, performance, and other data to determine the efficacy of customer implementation.
• Support the sales team in monitoring contract renewal opportunities.

Qualifications:

• Bachelor's degree in any discipline
• 3-5 years’ experience in customer service or product support.
• Excellent verbal and written communication skills with the ability to call, connect, and interact directly with both technical and non-technical customers.
• Experience in delivering online or face-to-face product training and support.
• Experience gathering data, summarizing, and presenting relevant information to internal and external customers, online and in-person.
• Experience successfully organizing, prioritizing, and managing simultaneous projects.
• Proficient with Microsoft Office and Google Suite.
• Knowledgeable about the application of educational technology in the classroom.