Jobs at Aurea

Aurea enables global enterprises to create transformative experiences for their end customers across a range of industries including retail, travel & hospitality, insurance, energy, life sciences, and insurance.
Aurea products enable companies to build, execute, monitor, and optimize the end-to-end customer journey across multiple channels and touch-points to maximize growth through a superior customer experience. Aurea serves over 2,000 customers worldwide.
Customer Support Team Lead
Location:
Experience: 5 year(s)
Course of Study:
Required Grade: Not Specified
Job description
We are looking for a dynamic Customer Support Team Lead, with language skills to join our team of highly skilled support professionals. Aurea's ambition is to be a radically different enterprise software company that empowers our people to challenge convention every step of the way in delivering success for our customers. You will work on cutting edge technology in our fast paced and constantly improving virtual support center of excellence, all from the comfort of your own home.

PRIMARY RESPONSIBILITIES​:

    Encourage proactivity, self-sufficiency and outside the box thinking within the team
    Lead the team by example
    Coach and mentor the team on their day to day duties and internal projects
    Define personal goals for each team member including career path and growth and conduct regular one on one's to review ongoing performance.
    Coordinate global team resources to provide 24/7 support ( time zones, vacations, holidays)
    Act as point of escalation for the Customer Support team and customers, managing urgent and sensitive cases to resolution while keeping management informed of potential further escalation
    Drive productivity and performance to overachieve on Aurea Customer Support goals (e.g. metrics, SLAs)
    Provide regular reports to Customer Support management
    Build relationships with cross functional teams
    Work with the Development team on customer issue prioritization
    Document processes and knowledge (e.g. record technical sessions, knowledge base, wiki)
    Own and resolve customer issues for our broad customer base of fortune 500 companies
    Attention to detail in analysis and CRM updates.
    Communicate effectively with customers, including expectations for callbacks and follow-up on their issues.
    Manage difficult customers effectively and professionally
    Demonstrate an increasing level of customer care skills
    Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
    Ensure support communication is professional and useful to customers at all times, delivering service that provides value and contributes to the customer's success
    Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes
    Identify and address knowledge gaps, ensure common understanding across the team

Desired Skills and Experience
REQUIRED SKILLS & EXPERIENCE:

    5+ years experience in a technical Customer Support position
    Fluent in English (Oral and written)
    Roles is based in EST/PST timezone
    Degree in Computer Science
    Managing remote resources a distinct advantage
    Web technologies (JavaScript, Html, SOAP, REST, JSON)
    Strong Knowledge of both Internet SaaS applications and On-Premise
    Strong Knowledge of Networks and Network Protocols - Database Knowledge in the following: SQL Server and Oracle
    Strong Knowledge of API technology - Programming Knowledge - Experience with Web Analytics applications
    Email marketing a distinct advantage
    Must comply with our Data Security policy and provide their own computer

PERSONAL ATTRIBUTES:

    Self-starter who can work on own initiative
    Problem solver who thinks outside the box
    Likes working directly with Customers
    Results driven -- Customers Success is always front and center
    Thrive on working with complex and challenging technology