Call Coordinator

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Respond to incoming customer calls promptly and professionally during business hours (8–5 EST)

• Determine the customer’s identity, the product involved, and the nature of their request

• Generate clear, comprehensive, and accurately categorized tickets in TeamSupport for each call

• Direct tickets to the relevant product or support team

• Offer precise information regarding next steps and anticipated follow-up

• Maintain up-to-date and consistent records of calls and tickets

• Elevate urgent or high-priority issues following established procedures

• Act as the primary point of contact for customers across all Aurora product offerings

⛳️ Requirements

• Exceptional spoken and written English: clear, professional, and grammatically accurate

• Excellent telephone etiquette, demonstrating patience and calmness when dealing with frustrated callers

• Strong attention to detail and proficient data entry skills

• Capacity to learn multiple product lines at an advanced level and route requests appropriately

• Dependability and punctuality; must be available for the complete 8 AM–5 PM Eastern shift

• Comfort in utilizing ticketing or CRM systems

• Experience with TeamSupport or a comparable ticketing tool (e.g., Zendesk, Freshdesk, ServiceNow) is a plus

• Prior experience in a call center, help desk, or customer service role is advantageous

• Familiarity with software, government, or municipal clients is a plus

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health, dental, and vision insurance

• Opportunities for professional development and career advancement

• Flexible work environment with a supportive team culture