Job Description Major Responsibilities - Act as the main point of contact for clients in regard to routing, student information, school schedules, etc.​ - Work with Field Operations to ensure driver compliance is completed and up to date per school district and state standards. ​ - Manage the day to day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention. ​ - Effectively communicate via telephone, email, text message, and chat applications with a school districts, transportation partners and team members.​ - This position requires a high level of customer service communication and care ​ - Handle escalated situations with a sense of urgency, calmness, and professionalism ​ - When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document - Manage the day to day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention. ​ - Receive incoming Clients calls with a high level of professionalism and care ​ - Problem-solve transportation concerns from parents, clients, and Transportation Partners​ - Effectively communicate via telephone, email, text message, and chat applications with a wide variety of customers, clients and employees ​ - Successfully navigate multiple computer systems and applications simultaneously ​ - When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document​ - Ability to cross-train and assist in other departments or projects at your manager's request. This would typically be done between call volume peaks ​ - Handle escalated situations with a sense of urgency, calmness, and professionalism ​ - Detail and solution orientated while being part of a team environment ​ - Duties and responsibilities are not limited to above descriptions and can be modified or changed at the discretion of Management. Minimum Education or Certifications Required Minimum Experience or Skills Required Physical Requirements and Working Conditions Disclaimer Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. First for a reason: At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer. In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf.

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.