Technical Support Specialist

December 7

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Aura

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Cybersecurity • Identity Theft Protection • Computer Software • Mobile

501 - 1000 employees

☁️ SaaS

🛍️ eCommerce

👥 B2C

Description

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

Requirements

• 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 heightened 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 strong attention to detail • 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 • and much more!