Technical Support Specialist, Aura

• 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

Desirable

• 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
• 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!