About the Role

We are looking for a Call Coordinator to be the first point of contact for customers who call our support line. You’ll answer incoming calls, collect the right details, and create accurate, well-written tickets in TeamSupport so our support teams can resolve issues quickly. You’ll take calls for customers across all Aurora product lines. You won’t need to fix technical problems yourself. What matters most is clear communication, accuracy, and professionalism.

What You’ll Do

Answer incoming customer calls promptly and professionally during business hours (8–5 EST)

Identify the customer, the product, and the nature of the request

Create clear, complete, and correctly categorized tickets in TeamSupport for every call

Route tickets to the right product or support team

Give customers accurate information on next steps and expected follow-up

Keep call and ticket records up to date and consistent

Escalate urgent or high-priority issues according to set procedures

What We’re Looking For

Impeccable spoken and written English: clear, professional, and grammatically precise

Excellent phone manner, with patience and composure when callers are frustrated

Strong attention to detail and accurate data entry

Ability to learn several product lines at a high level and route requests correctly

Reliability and punctuality; you must be available for the full 8 AM – 5 PM Eastern shift

Comfort working in ticketing or CRM systems

Nice to Have

Experience with TeamSupport or a similar ticketing tool (Zendesk, Freshdesk, ServiceNow)

Previous call center, help desk, or customer service experience

Familiarity with software, government, or municipality customers