Technical Customer Support Resource Specialist I

Position Overview

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.

 

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, which includes professionals with diverse life experiences, abilities, and perspectives, 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

Skills and Abilities

• Excellent written and verbal communication skills.
• Strong problem-solving abilities with a customer-first mindset.
• Ability to