Customer Support Representative I
Aurora develops and commercially operates AI-powered self-driving freight technology through its Aurora Driver system.
Funding history
Investors
About Aurora Innovation, Inc.
Aurora is a public autonomous-vehicle technology company focused on self-driving freight. Its Aurora Driver combines hardware and AI software to operate trucks and underpins its driver-as-a-service trucking product.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as the first contact for customers, road users, public safety officials, and partners through phone, chat, and email. You will assess urgency, resolve issues, document each case in Salesforce, maintain support knowledge, identify recurring problems, and meet response, resolution, quality, and satisfaction targets.
Requirements
- One or more years of customer support, contact center, or operations experience
- Ability to work a 24/7 rotating schedule, including nights, weekends, and holidays
- Experience with CRM and ticketing tools and Google Workspace
- English communication skills
- Customer support skills
- Prioritization and triage judgment
- Safety focus
- Technology aptitude
- Documentation skills
Responsibilities
- Serve as the first point of contact through phone, chat, and email
- Own customer issues through resolution
- Assess and triage urgent contacts
- Resolve issues and collaborate with other teams when needed
- Document contacts in Salesforce
- Meet response, resolution, quality, and satisfaction targets
- Maintain knowledge of support tools and systems
- Identify recurring issues and process gaps
- Share knowledge and support teammates
Benefits
- Benefits
