Customer Support Specialist

Aura•San Antonio, TX

22h•Remote

About The Position

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. Aura is in an exciting phase of hyper-growth, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. 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).

Requirements

2 years of experience in a customer service or call center environment preferred
Excellent data entry and typing skills
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
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

Nice To Haves

Prior experience with upselling is preferred but not required (willingness to learn is a must)

Responsibilities

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