Technical Customer Services & Resource Specialist (18-24 months)

ZipRecruiter; Philadelphia (Philadelphia County); Remote; USD 60,000 - 72,000; Full time

Job summary

A leading assessment organization in Philadelphia is seeking a Technical Customer Support Specialist to support exam delivery platforms. This remote position offers flexibility in working environment and requires technical troubleshooting skills. Ideal candidates will have a minimum of 3 years in a technical support role and proficient communication skills. Compensation ranges from $60,000 to $72,000 annually and includes various benefits.

Benefits

Healthcare, Dental, Prescription, and Vision plans

401(k) w/match

Tuition Reimbursement Plan

Commuter Benefit: Public Transit or Parking options

Remote Friendly Workplace

Qualifications

• Minimum of 3 years in a technical support or customer service role.
• Experience supporting assessment products or digital platforms in a technical environment.
• Familiarity with exam delivery platforms and remote/in-person proctoring tools is a plus.

Responsibilities

• Provide technical assistance across exam delivery platforms for assessments.
• Guide users through all phases of the test administration lifecycle.
• Accurately document customer interactions in Salesforce.

Skills

Excellent written and verbal communication skills

Strong problem-solving abilities

Technical troubleshooting skills

Proficiency in Windows and macOS

Experience with Salesforce

Familiarity with ServiceNow and JIRA

Education

Bachelor's Degree or equivalent technical training

Tools

Salesforce

Microsoft Office

Job description

Overview

The G&I Team at NBME is seeking a Technical Customer Support Specialist to support our exam delivery platforms and assessment products. This role will focus on support of the CLA implementation spanning customer support, operational processes, technical troubleshooting, and the creation of a support knowledge base. Secondarily, this role will assist in troubleshooting mobile issues, testing pre-release mobile OS versions, and assisting with quality assurance testing in general. With CLA being available for sale by year end, it requires basic support capability in place as well as an administrator to support underlying operational processes that may remain in place, absent of full operational automation. This position is ideal for individuals with strong technical troubleshooting skills and experience with remote or in-person proctoring tools or online testing environments. This would be a project lasting 18-24 months.

This role has been designated as primarily remote, meaning it requires little to no onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We\'re open to considering candidates within 50 miles of our office location in Philadelphia, PA.

Equity, Inclusion, and Notice

NBME is committed to equity, inclusion, and the evolving needs of the health care community. By recruiting and empowering talented individuals from diverse disciplines and backgrounds, NBME aims to advance medical education and assessment for years to come.

RESPONSIBILITIES

Technical & Test Day Support

• 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.

• Collaborate with IT teams, business partners, test vendors, and cross-functional teams to troubleshoot and resolve issues.

Customer & Operational Support

• 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.
• Perform operational support tasks in accordance with established policies, procedures, and timelines.
• Build and maintain strong customer relationships through prompt, professional communication.

Documentation & Continuous Improvement

• 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.

QUALIFICATIONS

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 (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.

Experience

• 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.

Education

• Bachelor\'s Degree or equivalent technical training and work experience.

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. 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. Learn more on NBME\'s website.

NBME\'s Community Collaborations and Contributions

NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health.

Compensation we are offering for this position is at $60,000 - $72,000/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate\'s qualifications and experience, department budget, and an internal equity review.

NBME benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace.

EEO Statement NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.