Technical Support Specialist Job as Customer Service at Aura Inc Full Time

As a Technical Support Specialist at Aura, you’ll play a vital role in assisting our customers with our advanced software solutions. This Tier 2 position includes managing inbound and outbound calls, troubleshooting VPNs, antivirus software, call blocking, parental controls, and credit monitoring features. You’ll handle escalations from Tier 1 support and coordinate with our Tier 3 engineering team for complex issues, ensuring case ownership throughout. Proficiency in CRM tools like Salesforce, along with experience in JIRA, Slack, and Google Workspace, is crucial. Strong customer service skills, time management, and attention to detail are essential for success.

Join Aura as a Technical Support Specialist:

• Position: Technical Support Specialist, Customer Service
• Location: Remote, USA
• Salary: $19-22 per hour
• Benefits: Career Development, Health and Wellness Benefits, Retirement Savings Plans, Parental Leave, and more
• Posted: 17 hours ago | Full-time

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About Aura:

Aura is revolutionizing online safety with our innovative digital security products. We’re expanding rapidly, and our team of over 400 is led by a stellar group of leaders with a proven track record of growing startups into billion-dollar enterprises. Become a part of our effort to make the internet safer!

Technical Support:

• Deliver exceptional support via phone, email, and chat.
• Manage your caseload efficiently while prioritizing quality service.
• Handle social media inquiries, maintaining a positive brand presence.
• Multitask effectively to resolve issues promptly.

Problem-Solving and Improvement:

• Escalate complex issues using JIRA for further resolution.
• Process data deletion and user data requests according to regulations.
• Collaborate with colleagues to share best practices and elevate Tier 1 expertise.

Why Aura:

At Aura, we’re passionate about building a diverse and inclusive workplace. We offer competitive salaries, comprehensive health benefits, retirement savings plans, and generous parental leave to attract and retain top talent. We welcome all qualified applicants!

This version highlights:

• Company culture: Starts with “At Aura” to emphasize the company’s name and culture.
• Benefits: Combines “competitive pay” and “comprehensive health and wellness benefits” for a smoother flow. Maintains “retirement savings plans” and “generous parental leave” for clarity.
• Inclusivity: Emphasizes Aura’s commitment to diversity and inclusion.
• Equal opportunity: Keeps the core message of welcoming all qualified applicants.

What You Bring:

Experience:

• Minimum 2 years of call center experience (thriving in a fast-paced environment is a plus!)

Technical Skills:

• Proficiency in:
  • Customer Relationship Management (CRM) Tools (you’re a whiz at navigating these systems!)
  • Software Troubleshooting (fixing software glitches is your superpower)
  • Operating Systems (you’re an OS guru)
  • Network and Internet Troubleshooting (connection issues don’t stand a chance against you)
  • User Account Management (keeping user accounts secure is your specialty)

Bonus Points:

• Experience with Identity Protection Technologies (knowledge of this niche is a valuable asset)
• Understanding of Data Privacy Regulations (ensuring user privacy is second nature to you)

Join Us:

Is it time for you to deliver exceptional technical support and develop meaningful relationships with your customers? Join our mission to make the internet a safer place by applying now.