[Hiring] Technical Customer Support Resource Specialist I @NBME

Role Description

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
• Delivering timely, solution-oriented assistance

This is a weekend-focused role with some weekday hours, making it a great fit for someone seeking flexible or non-traditional work schedules.

Available Schedule

• Tuesday 5:00 AM–12:00 PM
• Wednesday 5:00 AM–12:00 PM
• Saturday 8:00 AM–8:00 PM
• Sunday 8:00 AM–8:00 PM

Note: Flexibility to work additional hours based on business needs is required.

At NBME, we continue to innovate and improve how we fulfill the evolving needs of the health care community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, NBME can take a well-informed, robust approach to advancing 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.
• 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.

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.
• 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.

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

• 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 (preferred 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.

Requirements

• 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.

Benefits

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

Compensation

The compensation we are offering for this position is at $50,981-$63,726/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.

Company Description

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.

Founded in 1915, 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.

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 fee 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.

NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.