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*
Review and respond to posts
Track and escalate data/issues when necessary
Multi-tasking while on calls
Communicating via Slack in multiple channels or DMs
Creating and documenting case notes
Searching Knowledge Base
Navigating multiple internal tools
Escalate issues via JIRA for Member Services and Member Support*
Create JIRA
Follow the JIRA for updates
Communicate directly with Products Ops/developers when necessary
Remain in contact with members regarding open JIRA tickets
Manage Data Deletion and Data Requests from customers
Share best practices and industry knowledge with Tier 1
Test new products and product enhancements
Track findings
Provide feedback to Product Developers, Product Ops, Member Services, and other departments
Provide information to build and maintain a reference library

What you bring to the table:

Must have at least two years of call center experience

Customer Relationship Management (CRM) Tools:
Proficiency in using CRM software to track customer interactions and issues
Experience with ticketing systems
Bonus if you have experience with Salesforce and Jira

Software Troubleshooting:

SaaS experience
Proficiency in diagnosing and resolving software issues
Ability to interpret error messages and logs to identify issues

Operating Systems:

Proficiency in Windows and macOS
Basic understanding of mobile OS (iOS and Android) support
Knowledge of system configurations and settings

Network and Internet Troubleshooting:

Understanding of basic networking concepts (e.g., TCP/IP, DNS, VPNs)
Ability to troubleshoot connectivity issues

User Account Management:

Knowledge of managing user accounts and permissions
Experience with password management tools

Identity Protection Technologies:

Understanding of identity theft protection, malware, and phishing
Familiarity with credit monitoring, fraud alerts, and identity restoration processes
Basic knowledge of cybersecurity principles

Data Privacy Regulations:

Familiarity with data protection laws and regulations (e.g., GDPR, CCPA)
Understanding of how these regulations affect customer data handling.

Customer Service Skills

Team Player

Positive attitude and “team-first” mentality
Dependable, reliable, and motivated
Open to work shift flexibility is a must
Effective Communication:
Clear and concise verbal and written communication
Ability to explain technical concepts to non-technical users
Ability to read and comprehend complex instructions and regulations
Problem-Solving:
Strong analytical skills to diagnose and resolve issues
Patience and perseverance in troubleshooting complex problems
Empathy and Patience:
Ability to handle frustrated customers calmly and professionally
Empathy to understand and address customer concerns effectively
Documentation Skills:
Proficiency in creating and maintaining detailed case notes
Ability to write clear user instructions and support articles

Time Management:

Ability to prioritize tasks and manage time effectively
Handling multiple customer issues simultaneously

Adaptability:

Willingness to learn and adapt to new technologies and procedures
Flexibility in handling a dynamic work environment
Ability to work independently and as part of a team
Ability to work with minimal guidance

Open to work shift flexibility is a must including one weekend day

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 $18.00-$21.00 and hour, but may vary depending on job-related knowledge, skills, experience and location.

#LI-Remote

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.

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