Call Coordinator

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

📋 Description

• Respond to incoming customer calls in a timely and professional manner during business hours.

• Determine the identity of the customer, the product involved, and the nature of their inquiry.

• Generate clear, complete, and accurately categorized tickets in TeamSupport for each call received.

• Direct tickets to the relevant product or support team as appropriate.

• Deliver precise information regarding next steps and anticipated follow-up actions.

• Maintain current and consistent records of calls and tickets.

• Elevate urgent or high-priority issues following established protocols.

• Act as the initial point of contact for customers reaching out to the support line.

• Handle calls for customers across all Aurora product lines without directly addressing technical troubleshooting issues.

⛳️ Requirements

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

• Outstanding phone etiquette, demonstrating patience and composure with frustrated callers.

• Keen attention to detail and precise data entry skills.

• Capability to learn multiple product lines comprehensively and accurately route inquiries.

• Dependability and punctuality are essential.

• Availability for the complete 8 AM – 5 PM Eastern shift is required.

• Comfort with working in ticketing or CRM systems is necessary.

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

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

• Familiarity with software, government, or municipal clientele is beneficial.

🏝️ Benefits

• 6 Month Contract