Technical Support Specialist

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:

The Technical Support Specialist is extremely knowledgeable. and have the technical acumen of all Aura products. They will assist escalated technical needs for the customer. Specialists are patient, meticulous and understand the importance of making a connection with each person they assist.  

Day to Day:

• Provide technical troubleshooting and resolutions for customers via telephone, email and/or chat request

• Queue management with emphasis on efficiency and quality

• Manage Social Media related tasks

  • Review and respond to posts

  • Track and escalate data/issues when necessary 

• Manage billing related tasks

  • Charge-backs

  • Paypal disputes

  • SITs

  • Charges/refunds research 

  • Track and escalate data/issues when necessary 

• Escalate and track issues via JIRA for Member Services and Member Support

  • Communicate directly with Products Ops/developers when necessary

• Manage Data Deletion and Data Requests from customers 

• Share best practices and industry knowledge with Member Services 

• Test and track findings for new products and product enhancements

• Provide feedback to Product Developers, Product Ops, Member Services and other departments 

• Provide information to build and maintain reference library

What you bring to the table:

• Previous experience in a call center working through high escalation, sensitive information, and information recovery

• Ability to stay abreast of Aura products and subscription features, correspondence, complex instructions and identity security regulations

• Exceptional soft skills with the ability to handle calls under pressure and emotionally heighted situations 

• Excellent verbal & written communication skills with attention to detail, and the ability to communicate cross functionally

• Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality

• Positive attitude and “team-first” mentality

• Able & comfortable changing direction at a moment’s notice

• Proficient knowledge in CCMS and Salesforce

• Ability to work independently and as part of a team

• Ability to work with minimal guidance

• Ability to multitask

• Exceptional analytical, problem-solving, and organizational skills with a strong attention to detail

• 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.

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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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