Technical Support Specialist, Aura
$18.00-$21.00 USD per hour
Digital security company
Job no longer available
Digital security company
1001+ employees
Job no longer available
$18.00-$21.00 USD per hour
1001+ employees
Company mission
To make comprehensive digital security that's easy to use and accessible to all.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
Aura provides digital security solutions at both individual and enterprise level. An amalgamation of five businesses (including Intersections Inc, an identity theft solutions provider established in 1996) Aura brings together decades of experience in the security space.
Aura offers a range of plans to help businesses and consumers keep their data safe, with protection from identity theft, online financial theft and protection of technology and devices. It's a competitive space, with rivals including IDShield and IdentityForce. However Aura's combined experience in the field and the constantly increasing online security threats (for instance, catfishing - a scam where the perpetrator adopts a fictional persona to obtain personal information , financial gain or to lure someone into a relationship has doubled in frequency in the last 5 years) means there has proved to be plenty of room for the company to carve out space for itself in the market.
Aura's acquisition of the Pango Group in 2020 has proved to be profitable for the company, giving it access to more digital security verticals and helping to generate 35% year on year growth. It is continuing to scale the business, hiring more talent to make this a possibility.
Steph
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2025
$140m
SERIES G
Jun 2023
$22m
ANGEL
Total funding: $662.7m
Company benefits
- Take time off when you need it, with unlimited time off
- Care for your family with primary caregiver leave
- Comprehensive coverage across medical, dental, and vision insurance
- Competitive compensation, 401(k), tuition assistance, HSA contribution
- Support your community with volunteer time off
- Our hybrid work model allows our All-Stars to split time between the office and home
- Free access to Aura's family account: All employees are given a free subscription to Aura
- Wellness events: Free access to PepTalk (expert talks involving all things wellness and more), a Slack channel (#Wellness) full of encouraging Aura All-Stars, and support for you and your families by providing resources, events, and programming surrounding mental, physical and financial wellbeing
- Volunteer opportunities: 8 hours of paid time off per quarter
- Company-wide networking opportunities: Coffee chats with leaders and teams, speed-networking events via Zoom, fun and resourceful Slack channels, and more
- Learning and development opportunities: Free access to LinkedIn Learning, a variety of skill based workshops, leadership development programs, and more
- Employee assistance programs: Financial assistance, legal referrals and consultations, and more
Company HQ
Financial District, Boston, MA
Leadership
Hari Ravichandran
(Founder & CEO)Hari founded Endurance International Group in 1997, where they worked as CEO until 2017. Having undertaken an MBA at the Wharton School, they founded Auru in August 2017, and then Jump Ventures in June 2018.
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