Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. Come build with us! Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. Aura is in an exciting phase of hyper-growth, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. About the Role: We are seeking a dynamic, customer service-oriented Customer Support Specialist to serve as a front line ambassador for Aura. In this role, you’ll educate our customers about our product, provide empathetic and prompt responses to customer inquiries, and collaborate with Customer Experience colleagues to deliver high quality support to Aura customers. This role is remote, but you must be based in the greater San Antonio, TX area (within 50 miles of city center). Day to Day: - Works as part of the Customer Experience team to provide superior service to Aura customers - Answer general customer service inquiries, process enrollments, handle complaints, and troubleshoot problems with Aura’s products and services - Manage a high volume of inbound calls and deliver a positive experience for each caller - Identify retention and upsell opportunities by aligning Aura's Identity, Privacy and Security solutions with the customer's unique needs - Conduct outbound calls when following up with customers - Other duties and responsibilities as assigned by management team What you Bring to the Table: - 2 years of experience in a customer service or call center environment preferred - Excellent data entry and typing skills - Superior listening, verbal, and written communication skills - Ability to handle emotional and high-stress calls with empathy, remaining patient and calm to understand the caller's reason for the call and respond appropriately - Ability to multitask effectively, simultaneously listening and typing with high detail and accuracy - Prior experience with upselling is preferred but not required (willingness to learn is a must) - Comfortable with utilizing technology, navigating the internet, and learning new system processes; newly hired employees must successfully complete New Hire Orientation and the Credit Education training program, then pass all certification exams - Experience working with Microsoft Windows and Google Suite environment; comfort with Mac systems preferred - Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality; must have dedicated hard-wired internet access w/ethernet cable Aura offers a generous package to support our employees’ personal and professional lives. Our packages include competitive pay, health and wellness benefits, retirement savings plans, parental leave, and more! Pay for this role is $19/hr plus upsell incentives, but may vary depending upon job related knowledge, skills, experience, location, and meeting metrics while in the role. #LI - remote Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome. Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know. Important privacy information for United States based job applicants can be found here.

• Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services • Engages with customers to ensure understanding of product / service capabilities and operations • Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties • Liaises with product, service delivery and other teams to help address unanticipated issues and situations • Handle incoming technical support customer requests escalated by front-line support • Serves as a customer care agent for an assigned customer base or product area • Responds to customer inquiries received via telephone or online • Answers routine to moderately complex questions, following established procedures • Researches and troubleshoots customer requests, analyzes needs and: • Determines problem source (i.e., hardware, software, user access) • Resolves issues where possible • Refers difficult and complex issues to internal technical experts, and/or refers issues to management • Documents issues for future • Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction • Builds working relationships with customer representatives and with cross functional teams

• Deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms. • Identify, respond, and resolve issues and questions raised by Vanilla customers. • Provide hands-on support to our customers to ensure their ongoing happiness. • Evaluate the criticality of a given issue; isolate and escalate problems to senior management to ensure problems are solved in a timely manner. • Help clients leverage Vanilla to the greatest extent possible through both functional and conceptual instruction. • Work cross-functionally across the business with Customer Success, Sales, Product, Engineering, and Operations making sure customers get the help they need. • Provide constructive feedback on methods for optimizing the support flows and tools used for tracking and responding to customers. • Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives. • Collaborate with the Senior Director of Customer Success to implement and track key metrics like a Client Health Score. • Become an expert in all things Vanilla.

Job DetailsJob Location: USA Remote - Nashville, TN 37203Position Type: Full TimeEducation Level: 4 Year DegreeTravel Percentage: NegligibleJob Shift: DayJob Category: Customer Service/SupportCompany Overview HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives. Why Join Us At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive. Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry. We’re proud of our values-forward culture that offers our people: Mission-oriented work Diverse and inclusive culture Competitive Compensation & Bonuses Comprehensive Insurance Plans Mental and Physical Health Support Work-from-home flexibility Fitness Center Reimbursements Streaming Good time off for volunteering Wellness workshops Buddy Program for new HealthStreamers Collaborative work environment Career growth opportunities Continuous learning opportunities Inspiring workspaces to collaborate and connect with other HealthStreamers Free employee parking at our Resource Centers in Nashville and San Diego At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration. We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you! HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law. Position Information Position Overview You will provide exceptional customer service and product support and have a significant role in the overall customer experience. As a Customer Service Specialist I, you will be the face of HealthStream and will become our client's biggest advocate! You will understand the ins and outs of HealthStream products, and you will delight clients with your wealth of knowledge and unwavering positivity. You will also develop skills for your individual career path based on your interests--whether this lies within Customer Service or in another department within the company. Key Responsibilities You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training. Provide phone, email, and chat support; working closely with customers and with internal teams to efficiently resolve any issues that may come up. Troubleshoot and diagnose reported problems and work to understand and correct problems. Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner. Identify, test, and verify issues, providing the development team with clear documentation. Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives. Participate in testing new features and releases. Suggest recommendations for product enhancements utilizing data and customer feedback. QualificationsRequirements You have at least one year of experience in a technical help desk or technical support role. A bachelor's degree in a related discipline is preferred. Education requirements may be waived based on practical experience. Practical knowledge of the healthcare industry a definite plus. Qualifications You have an extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully. You are a problem-solver, skilled in prioritization, and you take ownership in the work that you do. You know your audience and can effectively communicate resolutions with both non-technical and technical customers. You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed. You can make complex topics easily digestible by breaking them down into manageable parts. You display active listening skills and are an empathetic customer advocate. You have an insatiable curiosity for learning how things work. You have a working knowledge of Microsoft operating systems and are familiar with tools like Salesforce and Microsoft Teams. A basic understanding of SQL is a plus. You can work a flexible 8-hour schedule, providing coverage between 7 AM 7 PM CST, Monday through Friday. Weekends and holidays are for you to enjoy with friends and family. You are a team player working towards a common goal and you hold your colleagues to the same level of quality and elevated standards. You may not always have the answer, but you are willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking. Compensation The salary range for this position is $40,492 - $43,000. Salary will be determined on the candidate’s level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles. Benefits HealthStream offers a comprehensive benefits package to eligible employees, including: Medical, Dental and Vision insurance Paid Time Off Parental Leave 401k and Roth Flexible Spending Account Health Savings Account Life Insurance Short- and Long-Term Disability Medical Bridge Insurance Critical Illness Insurance Accident Insurance Identity Protection Legal Protection Pet Insurance Employee Assistance Program Fitness Reimbursement Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare. Req #45281