Technical Support Specialist

About the Role:

Join our dynamic team as a Technical Support Specialist, where you'll be at the forefront of assisting customers with Aura's cutting-edge software. This Tier 2 position involves handling both inbound and outbound calls. Responsibilities include troubleshooting VPN, antivirus, call blocking, parental controls, and features like credit monitoring. Additionally, this role involves taking escalations from Tier 1 support and escalating complex issues to our Tier 3 engineering team when necessary while retaining ownership of the case. Proficiency in CRM tools such as Salesforce and experience with JIRA, Slack, and Google Workspace are essential. Also essential is the ability to effectively assist customers by leveraging our knowledge base. Strong customer service skills, excellent time management, organization, and attention to detail are crucial to success in this role. Join us in delivering exceptional support and making meaningful connections with our customers while also having the opportunity for personal and professional growth. If you're passionate about delivering exceptional technical support and making meaningful connections with customers, we'd love to hear from you! 

Day to Day:

• Provide technical troubleshooting and resolutions for customers via telephone, email, and/or chat request
• Queue and case  management with emphasis on efficiency, quality, and organization
• Manage Social Media related tasks*
• Review and respond to posts
• Track and escalate data/issues when necessary 
• Multi-tasking while on calls
• Communicating via Slack in multiple channels or DMs
• Creating and documenting case notes
• Searching Knowledge Base
• Navigating multiple internal tools
• Escalate issues via JIRA for Member Services and Member Support*
• Create JIRA
• Follow the JIRA for updates 
• Communicate directly with Products Ops/developers when necessary
• Remain in contact with members regarding open JIRA tickets
• Manage Data Deletion and Data Requests from customers 
• Share best practices and industry knowledge with Tier 1
• Test new products and product enhancements
• Track findings
• Provide feedback to Product Developers, Product Ops, Member Services, and other departments 
• Provide information to build and maintain a reference library

What you bring to the table:

Must have at least two years of call center experience 

• Customer Relationship Management (CRM) Tools:
• Proficiency in using CRM software to track customer interactions and issues
• Experience with ticketing systems
• Bonus if you have experience with Salesforce and Jira

Software Troubleshooting:

• SaaS experience
• Proficiency in diagnosing and resolving software issues
• Ability to interpret error messages and logs to identify issues

Operating Systems:

• Proficiency in Windows and macOS
• Basic understanding of mobile OS (iOS and Android) support
• Knowledge of system configurations and settings

Network and Internet Troubleshooting:

• Understanding of basic networking concepts (e.g., TCP/IP, DNS, VPNs)
• Ability to troubleshoot connectivity issues

User Account Management:

• Knowledge of managing user accounts and permissions
• Experience with password management tools

Identity Protection Technologies:

• Understanding of identity theft protection, malware, and phishing
• Familiarity with credit monitoring, fraud alerts, and identity restoration processes
• Basic knowledge of cybersecurity principles

Data Privacy Regulations:

• Familiarity with data protection laws and regulations (e.g., GDPR, CCPA)
• Understanding of how these regulations affect customer data handling.

Customer Service Skills

Team Player

• Positive attitude and “team-first” mentality
• Dependable, reliable, and motivated
• Open to work shift flexibility is a must

• Effective Communication:
• Clear and concise verbal and written communication
• Ability to explain technical concepts to non-technical users
• Ability to read and comprehend complex instructions and regulations

• Problem-Solving:
• Strong analytical skills to diagnose and resolve issues
• Patience and perseverance in troubleshooting complex problems

• Empathy and Patience:
• Ability to handle frustrated customers calmly and professionally
• Empathy to understand and address customer concerns effectively

• Documentation Skills:
• Proficiency in creating and maintaining detailed case notes
• Ability to write clear user instructions and support articles

Time Management:

• Ability to prioritize tasks and manage time effectively
• Handling multiple customer issues simultaneously

Adaptability:

• Willingness to learn and adapt to new technologies and procedures
• Flexibility in handling a dynamic work environment
• Ability to work independently and as part of a team
• Ability to work with minimal guidance

• 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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