Call Coordinator - 6 Month Contract

About the role

Aurora is looking for a Call Coordinator for a 6-month contract to be the first point of contact for customers calling its support line. You will answer incoming calls, collect the right details and create accurate, well-written tickets in TeamSupport so support teams can resolve issues quickly. You will take calls for customers across all Aurora product lines and will not need to fix technical problems yourself.

Key responsibilities

• Answer incoming customer calls promptly and professionally during business hours (8-5 EST)
• Identify the customer, the product and the nature of the request
• Create clear, complete and correctly categorized tickets in TeamSupport for every call
• Route tickets to the right product or support team
• Give customers accurate information on next steps and expected follow-up
• Keep call and ticket records up to date and consistent
• Escalate urgent or high-priority issues according to set procedures

Required profile

• Impeccable spoken and written English, clear, professional and grammatically precise
• Excellent phone manner, with patience and composure when callers are frustrated
• Strong attention to detail and accurate data entry
• Ability to learn several product lines at a high level and route requests correctly
• Reliability and punctuality, available for the full 8 AM - 5 PM Eastern shift
• Nice to have: previous call center, help desk or customer service experience, and familiarity with software, government or municipality customers

Required skills

• Comfort working in ticketing or CRM systems
• Nice to have: experience with TeamSupport or similar tools such as Zendesk, Freshdesk or ServiceNow