Customer Support Specialist

Aura; Oregon; Híbrido; USD 22.000 - 31.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Health and wellness benefits

Retirement savings plans

Parental leave

Descripción de la vacante

Aura is seeking a Customer Support Specialist to act as a front-line ambassador, educating customers about the product and delivering empathetic, prompt responses. The role is remote but requires reside within 50 miles of San Antonio, TX, to support the customer experience team.

You will handle inquiries, enrollments, and issues across Aura’s Identity, Privacy and Security solutions, with emphasis on retention and upsell opportunities, while maintaining confidentiality and high service standards.

Formación

• 2 years of experience in a customer service or call center preferred.
• Excellent data entry and typing skills; minimum 40wpm.
• Superior listening, verbal, and written communication skills.
• Empathetic, calm handling of high-stress calls.
• Ability to multitask while listening and typing with high accuracy.
• Experience with upselling is preferred but not required.

Responsabilidades

• Provide superior service to Aura customers as part of the Customer Experience team.
• Answer general inquiries, process enrollments, handle complaints, and troubleshoot Aura products.
• Manage a high volume of inbound calls and deliver a positive caller experience.
• Identify retention and upsell opportunities by mapping Aura solutions to customer needs.
• Conduct outbound calls for follow-up with customers.

Conocimientos

Customer service

Typing 40 wpm

Empathy

Multitasking

Upselling

Tech savviness

Windows / Google Suite

Mac familiarity

Reliability

Herramientas

MS Windows

Google Workspace

Mac OS

Descripción del empleo

We are on a mission to empower people of all ages to thrive in an increasingly connected world. By uniting Aura and Qoria, organizations driven by personal experiences with identity theft and cyberbullying, our AI-powered platform brings together global category leaders to build a safer internet across all stages of life-protecting individuals and families across home, school, and work environments. Today, our $340M+ ARR platform protects millions of individuals and families, and 32k schools worldwide. Driven by a global team of over 1,000 people, we are combining intelligent digital threat protection with student and child wellbeing tools so everyone can navigate the digital world safely and with confidence.

About the Role

We are seeking a dynamic, customer service-oriented Customer Support Specialist to serve as a front line ambassador for Aura. In this role, you'll educate our customers about our product, provide empathetic and prompt responses to customer inquiries, and collaborate with Customer Experience colleagues to deliver high quality support to Aura customers. This role is remote, but you must be based in the greater San Antonio, TX area (within 50 miles of city center).

Day to Day

• Works as part of the Customer Experience team to provide superior service to Aura customers
• Answer general customer service inquiries, process enrollments, handle complaints, and troubleshoot problems with Aura's products and services
• Manage a high volume of inbound calls and deliver a positive experience for each caller
• Identify retention and upsell opportunities by aligning Aura's Identity, Privacy and Security solutions with the customer's unique needs
• Conduct outbound calls when following up with customers
• Other duties and responsibilities as assigned by management team

What you Bring to the Table

• 2 years of experience in a customer service or call center environment preferred
• Excellent data entry and typing skills; minimum 40wpm
• Superior listening, verbal, and written communication skills
• Ability to handle emotional and high-stress calls with empathy, remaining patient and calm to understand the caller's reason for the call and respond appropriately
• Ability to multitask effectively, simultaneously listening and typing with high detail and accuracy
• Prior experience with upselling is preferred but not required (willingness to learn is a must)
• Comfortable with utilizing technology, navigating the internet, and learning new system processes; newly hired employees must successfully complete New Hire Orientation and the Credit Education training program, then pass all certification exams
• Experience working with Microsoft Windows and Google Suite environment; comfort with Mac systems preferred
• Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality; must have dedicated hard-wired internet access w/ethernet cable

Aura offers a generous package to support our employees' personal and professional lives. Our packages include competitive pay, health and wellness benefits, retirement savings plans, parental leave, and more! Pay for this role is $19/hr plus upsell incentives, but may vary depending upon job related knowledge, skills, experience, location, and meeting metrics while in the role.

We are proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, we are committed to being an inclusive community where all feel welcome.

We are dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know. Important privacy information for United States based job applicants can be found here.