Customer Support Specialist

The role

You will serve as a front line ambassador for Aura. You will educate customers about products, answer inquiries, and collaborate with Customer Experience colleagues to deliver support.

What you will do

• Provide service to Aura customers
• Answer general customer service inquiries
• Process enrollments
• Handle complaints
• Troubleshoot problems with Aura's products and services
• Manage a high volume of inbound calls
• Identify retention and upsell opportunities
• Conduct outbound calls when following up with customers
• Other duties and responsibilities as assigned by management team

Required qualifications

• Minimum 40wpm typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle emotional and high-stress calls with empathy
• Ability to multitask effectively, simultaneously listening and typing
• Comfortable with utilizing technology, navigating the internet, and learning new system processes
• Experience working with Microsoft Windows and Google Suite environment
• Reliable home internet (minimum internet download speed of 50 mbps)
• Dedicated workspace to ensure confidentiality
• Must have dedicated hard-wired internet access w/ethernet cable

Nice to have

• 2 years of experience in a customer service or call center environment
• Prior experience with upselling
• Comfort with Mac systems

Benefits

• Competitive pay
• Health and wellness benefits
• Retirement savings plans
• Parental leave

Before you apply

• Newly hired employees must successfully complete New Hire Orientation and the Credit Education training program, then pass all certification exams

About the company

Aura and Qoria are organizations that build a safer internet by combining intelligent digital threat protection with student and child wellbeing tools. Their platform protects millions of individuals and families and 32k schools worldwide.