Technical Support Specialist, Customer Service - remote

Technical Support Specialist, Customer Service

at Aura

Remote USA

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. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that’s successfully grown startups into multi-billion dollar organizations.

Come build with us!

About the Role:

Join our dynamic team as a Technical Support Specialist, where you’ll be at the forefront of assisting customers with Aura’s cutting-edge software. This Tier 2 position involves handling both inbound and outbound calls. Responsibilities include troubleshooting VPN, antivirus, call blocking, parental controls, and features like credit monitoring. Additionally, this role involves taking escalations from Tier 1 support and escalating complex issues to our Tier 3 engineering team when necessary while retaining ownership of the case. Proficiency in CRM tools such as Salesforce and experience with JIRA, Slack, and Google Workspace are essential. Also essential is the ability to effectively assist customers by leveraging our knowledge base. Strong customer service skills, excellent time management, organization, and attention to detail are crucial to success in this role. Join us in delivering exceptional support and making meaningful connections with our customers while also having the opportunity for personal and professional growth. If you’re passionate about delivering exceptional technical support and making meaningful connections with customers, we’d love to hear from you!

Day to Day:

• Provide technical troubleshooting and resolutions for customers via telephone, email, and/or chat request
• Queue and case management with emphasis on efficiency, quality, and organization
• Manage Social Media related tasks
• Multi-tasking while on calls
• Escalate issues via JIRA for Member Services and Member Support*
• Manage Data Deletion and Data Requests from customers
• Share best practices and industry knowledge with Tier 1
• Test new products and product enhancements
• Provide information to build and maintain a reference library

  What you bring to the table:

  • Minimum of 2 years of call center experience
  • Experience with the following:
    • Customer Relationship Management (CRM) Tools
    • Software Troubleshooting
    • Operating Systems
    • Network and Internet Troubleshooting
    • User Account Management

      It would be great if you also had:

      • Experience with Identity Protection Technologies
      • Understanding of Data Privacy Regulations

        Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!

        Pay range for this position is $19-22/hour but may vary depending on job-related knowledge, skills, experience and location.

        Aura is 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, Aura is committed to being an inclusive community where all feel welcome.

        Aura is 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.