Technical Customer Support Resource Specialist I
About The Position
The B2B Customer Solutions Team at NBME is seeking a Technical Customer Support Specialist to support our exam delivery platforms and assessment products. In this role, you will be the first point of contact for medical educators, administrators, and examinees-guiding them through our platforms and ensuring a seamless testing experience. You'll provide support before, during, and after exams by troubleshooting technical issues, responding to inquiries related to exam procedures, policies, and best practices, and delivering timely, solution-oriented assistance. The position is ideal for individuals with strong technical troubleshooting skills and experience with remote or in-person proctoring tools or online testing environments. If you're passionate about delivering exceptional customer support in the educational assessment space, we'd love to hear from you. This is a weekend-focused role with some weekday hours, making it a great fit for someone seeking flexible or non-traditional work schedules.
Requirements
- 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.
- 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
- Minimum of 3 years in a technical support or customer service role.
- Experience supporting assessment products, software, or digital platforms in a technical environment.
- Bachelor's Degree or equivalent technical training and work experience.
Nice To Haves
- Familiarity with exam delivery platforms and remote/in-person proctoring tools (preferred but not required).
- Background in educational technology, assessment tools, or online testing platforms is a plus.
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, system compliance, connectivity, and exam launches.
- Deliver real-time, test-day phone support by diagnosing and resolving both 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 as needed.
- 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 to ensure timely and effective resolution.
- 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 ongoing process improvement.
Benefits
- Healthcare, Dental, Prescription, and Vision plans
- 401(k) w/match
- Tuition Reimbursement Plan
- Commuter Benefit: Public Transit or Parking options
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
