Technical Support Jobs

About The Position

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