Customer Support Specialist

Aura; San Antonio (TX); À distance; USD 22 000 - 30 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Health and wellness benefits

Retirement savings plans

Parental leave

Résumé du poste

Aura is seeking a dynamic Customer Support Specialist to educate customers about our product, provide empathetic and prompt responses, and collaborate with Customer Experience colleagues to deliver high quality support for Aura customers. This is a remote role, but you must be based in the greater San Antonio, TX area (within 50 miles of city center).

You will work with our Customer Experience team to answer inquiries, process enrollments, handle complaints, and troubleshoot Aura’s products and

Qualifications

• 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.

Responsabilités

• Provide superior customer service to Aura customers as part of the Customer Experience team.
• Answer general inquiries, process enrollments, handle complaints, and troubleshoot Aura 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 customer needs.
• Conduct outbound calls when following up with customers.
• Other duties as assigned by management.

Connaissances

Customer service

Typing 40 wpm

Empathy under pressure

Strong communication

Multitasking

Upselling

New hire training

Windows & Google Suite

Mac experience

Reliable home internet

Outils

Microsoft Windows

Google Suite

Mac systems

Description du poste

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 combined company brings together global category leaders to create a safer internet for everyone across all stages of life. Today, our $340M+ ARR platform protects over 9 million families and 32,000 schools across 100+ countries. 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.

Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. Aura is in an exciting phase of hyper-growth, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.

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.

Voluntary Demographic Questionnaire

The Equal Employment Opportunity Commission (EEOC) requires all private employers with 100 or more employees to complete an EEO-1 report each year. Aura invites you to self-identify gender, race/ethnicity, disability, and veteran status.

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of employment. This form will be used for EEO-1 reporting and DE&I purposes only and will be aggregated and kept separate from all other personnel records only accessed by the People Operations team.