Aura
Aura is a leading bio link tool provider, known for its platform Linktree which allows users to unify all their social media links and online presence into a single bio link. With over 50 million users, including creators, influencers, and small businesses, Aura's Linktree helps users efficiently share and monetize their content across various social media platforms like Instagram, TikTok, and Twitter. The platform provides extensive analytics to track audience engagement and optimize link performance. Aura empowers users by offering customizable features, payment integration, and the ability to drive offline traffic online using QR codes, making it a versatile and crucial tool for digital creators and businesses.
Cybersecurity • Identity Theft Protection • Computer Software • Mobile
Technical Support Specialist
April 5
🇺🇸 United States – Remote
💵 $18 - $21 / hour
⏰ Full Time
🟢 Junior
🟡 Mid-level
📞 Support Engineer
🚫👨🎓 No degree required
🦅 H1B Visa Sponsor
Aura
Aura is a leading bio link tool provider, known for its platform Linktree which allows users to unify all their social media links and online presence into a single bio link. With over 50 million users, including creators, influencers, and small businesses, Aura's Linktree helps users efficiently share and monetize their content across various social media platforms like Instagram, TikTok, and Twitter. The platform provides extensive analytics to track audience engagement and optimize link performance. Aura empowers users by offering customizable features, payment integration, and the ability to drive offline traffic online using QR codes, making it a versatile and crucial tool for digital creators and businesses.
Cybersecurity • Identity Theft Protection • Computer Software • Mobile
📋 Description
• 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 such as reviewing and responding to posts • Multi-tasking while on calls • Escalate issues via JIRA for Member Services and Member Support • Manage Data Deletion and Data Requests from customers • Share best practices and industry knowledge with Tier 1 • Test new products and product enhancements and provide feedback to Product Developers, Product Ops, Member Services, and other departments • Provide information to build and maintain a reference library
🎯 Requirements
• Must have at least two years of call center experience • Proficiency in using CRM software to track customer interactions and issues • Experience with ticketing systems • Proficiency in diagnosing and resolving software issues • Ability to interpret error messages and logs to identify issues • Proficiency in Windows and macOS • Basic understanding of mobile OS (iOS and Android) support • Understanding of basic networking concepts (e.g., TCP/IP, DNS, VPNs) • Ability to troubleshoot connectivity issues • Knowledge of managing user accounts and permissions • Experience with password management tools • Basic knowledge of cybersecurity principles • Familiarity with data protection laws and regulations (e.g., GDPR, CCPA) • Understanding of how these regulations affect customer data handling. • Positive attitude and “team-first” mentality • Ability to explain technical concepts to non-technical users • Patience and perseverance in troubleshooting complex problems • Ability to handle frustrated customers calmly and professionally • Empathy to understand and address customer concerns effectively • Proficiency in creating and maintaining detailed case notes • Ability to write clear user instructions and support articles • Handling multiple customer issues simultaneously • Willingness to learn and adapt to new technologies and procedures • Open to work shift flexibility is a must including one weekend day
🏖️ Benefits
• Competitive pay • Generous health and wellness benefits • Retirement savings plans • Parental leave • Much more!
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