Customer Support Specialist

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.

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