Customer Support Specialist II - Safety-Critical Ops

Auror Limited; Coppell (TX); On-site; USD 62,000 - 87,000; Full time

Job summary

Aurora is hiring Customer Support Representatives to be the first point of contact for fleet and carrier customers, law enforcement, and partners. You will handle inquiries via phone, chat, and email in a 24/7 team, resolving issues with care and maintaining high standards of documentation and process improvement.

Candidates should have a high school diploma, 2+ years in a high-volume support role, and strong English communication.

Qualifications

• High school diploma or equivalent.
• 2+ years in a customer support role in a high-volume environment.
• Willing to work a 24/7 shift schedule including nights and weekends.
• Hands-on experience with CRM/ticketing tools (Salesforce).
• Excellent written and verbal English.

Responsibilities

• Be the first point of contact across phone, chat, and email.
• Own the customer experience from first contact through resolution.
• Assess urgency and route safety-critical contacts appropriately.
• Document every contact in the CRM (Salesforce).
• Meet targets for response time, resolution quality, and CSAT.

Skills

CRM experience

English proficiency

Independent work

Prioritization

Safety focus

Tech aptitude

Education

High school diploma

Bachelor's degree

Tools

Salesforce

Google Workspace

Job description

Aurora is hiring Customer Support Representatives to be the first point of contact for fleet and carrier customers, law enforcement, and partners. You will handle inquiries via phone, chat, and email in a 24/7 team, resolving issues with care and maintaining high standards of documentation and process improvement.

Candidates should have a high school diploma, 2+ years in a high-volume support role, and strong English communication.