Technical Customer Support Resource Specialist I

Technical Customer Support Specialist – Exam Support & Delivery Systems

(Non-Traditional Hours | Weekend-Focused Positions)

Position Overview

The B2B Customer Solutions Team at NBME is seeking two Technical Customer Support Specialists 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.

These positions are 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.

These are weekend-focused roles with some weekday hours, making them a great fit for individuals seeking flexible or non-traditional work schedules. 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.

 

Available Schedules

Please indicate your preferred schedule (A or B) when submitting your application:

• Schedule A

Monday 11:00 AM–6:00 PM

Thursday 11:00 AM–6:00 PM

Friday 8:00 AM–8:00 PM

Saturday 8:00 PM–Sunday 8:00 AM

 

• Schedule B

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.

 

Diversity, Equity, and Inclusion Statement

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. We also continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, workplace culture, products and services, the Philadelphia community, and the broader medical education landscape.

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, proce