Customer Support Specialist
Sundayy · United States
- Hybrid
- Full-time
- $47,500 / year
- United States
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Job highlights
- Provide customer education and empathetic support.
- Resolve product inquiries and troubleshoot issues.
- Upsell identity, privacy, and security solutions.
- Handle high volume inbound calls professionally.
- This is a remote role near San Antonio.
About the role
About The Company
Aura is dedicated to creating a safer internet environment by providing a comprehensive suite of intelligent digital safety products. With a mission to protect individuals against digital threats, Aura serves millions of customers worldwide. The company is experiencing rapid growth and is in an exciting phase of expansion, guided by a leadership team that has successfully scaled startups into multi-billion dollar organizations. Aura’s commitment to innovation, customer satisfaction, and security makes it a leading player in the digital safety industry.
About The Role
We are seeking a motivated and customer-focused Customer Support Specialist to join our team. In this role, you will act as the first point of contact for Aura’s customers, providing them with essential product education, empathetic support, and timely resolutions to their inquiries. Your primary responsibility will be to ensure a positive customer experience by addressing concerns, troubleshooting issues, and identifying opportunities to enhance customer engagement through upselling of Aura’s Identity, Privacy, and Security solutions. This position is remote; however, candidates must reside within the greater San Antonio, Texas area (within 50 miles of the city center).
Qualifications
- Minimum of 2 years of experience in a customer service or call center environment
- Excellent data entry and typing skills
- Superior listening, verbal, and written communication skills
- Ability to handle high-stress calls with empathy and patience
- Proven ability to multitask effectively, maintaining high accuracy
- Willingness to learn upselling techniques and product knowledge
- Proficiency with Microsoft Windows and Google Suite; familiarity with Mac systems is a plus
- Reliable home internet connection with a minimum download speed of 50 Mbps
- Dedicated workspace ensuring confidentiality and security
- Successful completion of New Hire Orientation and Credit Education training programs, including passing all certification exams
Responsibilities
- Serve as a frontline ambassador by providing exceptional customer service to Aura clients
- Respond to general customer inquiries, process enrollments, and troubleshoot product issues
- Manage a high volume of inbound calls, ensuring each interaction is positive and professional
- Identify potential upsell and retention opportunities aligned with customer needs
- Conduct outbound follow-up calls to maintain customer engagement and satisfaction
- Collaborate with the Customer Experience team to improve support processes and customer outcomes
- Document customer interactions accurately and maintain detailed records
- Perform additional duties as assigned by management to support team goals
Benefits
- Competitive hourly pay of $19/hr plus incentives for upselling
- Comprehensive health and wellness benefits
- Retirement savings plans
- Paid parental leave
- Flexible remote work environment with a dedicated workspace
- Opportunities for professional growth and development
Equal Opportunity
Aura is proud to be an equal employment opportunity employer. We consider all qualified applicants without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, veteran status, marital status, or any other protected category. We are committed to fostering an inclusive community where all individuals feel valued and supported. Additionally, Aura provides accessible accommodations during the application process and throughout employment for candidates and employees with disabilities. If you require assistance or accommodations, please contact our Talent Acquisition team.
Key skills/competency
- Customer Service
- Call Center Environment
- Data Entry
- Communication Skills
- Problem-Solving
- Upselling
- Product Knowledge
- Customer Engagement
- Troubleshooting
- Microsoft Windows and Google Suite
Skills & topics
- Customer Support Specialist
- Customer Service
- Call Center
- Support
- Client Relations
- Troubleshooting
- Upselling
- Remote
- San Antonio
- Texas
How to get hired
- Tailor your resume: Highlight customer service, call center experience, and upselling skills.
- Craft a compelling cover letter: Emphasize your communication and problem-solving abilities for the Customer Support Specialist role.
- Prepare for behavioral questions: Practice scenarios demonstrating empathy, patience, and high-stress call handling.
- Showcase technical proficiency: Be ready to discuss your experience with Microsoft Windows and Google Suite.
- Understand company values: Research Aura's mission to create a safer internet and their commitment to customer satisfaction.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the salary for a Customer Support Specialist at Aura?
- The Customer Support Specialist role at Aura offers a competitive hourly pay of $19/hr plus incentives for upselling. Specific salary details will be discussed during the interview process.
- Is the Customer Support Specialist position at Aura fully remote?
- This Customer Support Specialist position is remote, but candidates must reside within the greater San Antonio, Texas area (within 50 miles of the city center).
- What are the key responsibilities of a Customer Support Specialist at Aura?
- Key responsibilities include acting as a frontline ambassador, providing exceptional customer service, responding to inquiries, troubleshooting product issues, identifying upsell opportunities, and maintaining accurate records.
- What qualifications are needed for the Customer Support Specialist role at Aura?
- A minimum of 2 years in customer service or a call center environment, excellent communication and data entry skills, ability to handle high-stress calls, and proficiency with Microsoft Windows and Google Suite are required.
- Does Aura offer benefits for Customer Support Specialists?
- Yes, Aura offers competitive hourly pay plus incentives, comprehensive health and wellness benefits, retirement savings plans, paid parental leave, and opportunities for professional growth.
- How important are upselling skills for this Customer Support Specialist position?
- Upselling skills are important as the role involves identifying and capitalizing on opportunities to upsell Aura’s Identity, Privacy, and Security solutions, aligning with customer needs.
- What technical requirements are needed for this remote Customer Support Specialist job?
- A reliable home internet connection with a minimum download speed of 50 Mbps and a dedicated, secure workspace are required for this remote position.