Careers

About us

Aurora provides telecoms and ICT resellers, managed service providers and carriers throughout the UK and Europe with Reseller Software Solutions.

Aurora have been serving the telecoms and IT reseller market for the past 20 years. Our aim is to simplify running reseller operations using innovative software and tech, helping our customers’ businesses thrive and to become more profitable. Our software and services enable resellers to monitor and control sales, order, provisioning, billing, support and self-service with ease.

The Aurora brand is owned by Daisy Communications, one of the UK’s largest business communications and IT service providers, with offices based in London and Manchester and other offices spread throughout the UK. We develop Affinity, an extremely powerful suite of tools designed to help your reseller business thrive and become more profitable.

Affinity is one of the best-in-class billing software platforms and boasts well known telecoms and communication brands as loyal customers. We are also partners with two of the UK’s biggest mobile networks Vodafone and 02.

To apply for a role please contact us using the contact form provided or email info@aurora.io quoting the job reference number.

Software Support Administrator - 0052

Working as part of a busy and dynamic customer support team, the role will require you to provide 1st line support for our industry leading software platforms. You will receive and respond to customer enquiries, faults and change requests from an established client base including some of the UK’s largest telecommunications brands, administering and resolving cases logged via our internal case management platform.


The Software Support Administrator should be a confident customer-focused individual capable of solving support cases via telephone, email and collaboration software in addition to troubleshooting issues and highlighting fixes that will be referred to Tier 2 & 3 Software Support Engineers.


You should expect to be given responsibility early on and will be fully supported by an experienced, friendly and knowledgeable team. You should have an enthusiastic and flexible approach to the role, with the ability to work under your own initiative and as part of a team. This role is a fantastic opportunity for someone technically minded who thrives on problem solving whilst providing first class customer service and who is looking to learn new software skills that will develop and further their career.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

  • Receiving and accurately categorising enquiries, faults and change requests on our internal case management platform
  • Providing first point of contact for customer support enquiries via phone, email and eChat
  • Delivering an exceptional customer service experience by ensuring that cases are responded to in a professional manner and in accordance with agreed SLAs
  • Performing initial resolution of non-complex enquiries including creating and updating users, re-setting passwords and maintaining customer records
  • Providing user training and advice via phone, email and collaboration software
  • Troubleshooting support cases and diagnosing problems requiring software support engineer involvement
  • Identifying trends in support cases and making recommendations on how to proactively reduce avoidable incidents
  • Monitoring cases to ensure senior staff are informed about issues before they escalate
  • Responding to and keeping internal support cases up to date with progress
  • Learning how to support new technologies and solutions as they are developed
  • Working closely with members of the team from 1st through to 3rd line support
  • Proportional contribution towards team KPI’s and objectives.

 

You will be proactive with customers and able to build strong relationships with them which will ensure the retention of revenues and provide opportunities to deliver additional solutions to them.

  • You have the ability to understand the evolving needs of customers and to work with our technical teams to deliver services that meet these customer needs
  • Highly organised and able to manage and prioritise multiple concurrent tasks
  • You will be proactive with a ‘get things done’ mind-set
  • You have excellent communication skills, both written and verbal and able to build strong relationships with customers
  • The ability to learn about the Aurora products and services and have the desire to understand and articulate their importance within the context of the customer environment
  • You are self-motivated and enjoy the responsibility of dealing directly with some of the telecoms market’s leading resellers.
  • Proven experience in a customer support role, including telephony-based customer service experience
  • Strong communication skills and ability to engage with people possessing various degrees of technical understanding
  • Self-motivated and driven, with the ability to multitask and respond well under pressure
  • Ability to manage time and prioritise work effectively
  • Excellent IT skills a technical mind or interest.

A background in the telecommunications sector is desirable and a sound understanding of the mobile & fixed line telecommunications industry would be a distinct advantage

  • Knowledge of ebXML architecture and SQL database language would be advantageous but not essential as training will be given to the right candidate.

Managed Billing Specialist - 0053

Managed Billing specialise in providing developed Billing Services to external resellers. We offer these resellers a professional billing solution, making it easier to manage their costs and end user billing. The Managed Billing service involves handing all aspects of the reseller account, from onbarding, training to monthly invoice processing and continued billing support.


This role is technically demanding and involves a wide variation of responsibilities, therefore the ability to handle multiple tasks and prioritise workloads is key. The Managed Billing Specialist is an ideal development opportunity for anybody with aspirations to expand their knowledge in all areas of Billing, gain a wider understanding of end to end business activity while delivering outstanding customer service.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

 

  • Complete reseller bill runs accurately and within SLA
  • Onboard and Migrate resellers between internal billing platforms
  • Provide initial training sessions and ongoing support both via webinar and onsite, to assist the reseller with maintaining their own customer base
  • Use Excel, Access and SQL Management Studio to analyse billing data and reports, identifying anomalies and reporting to reseller with recommendations
  • Manage and monitor CDR collection, processing and output
  • Assist with maintenance of the billing software as required, liaising with development to arrange software updates, and managing day to day maintenance such as archiving
  • Provide excellent proactive support to reseller both internal and external, ensuring queries raised are resolved within SLA to a high standard
  • Establish and develop relationships with all resellers
  • Prepare resources and invoices for printing and dispatch where required
  • Work effectively with other departments (Account Management, Sales, Development, Provisioning) to ensure departmental objectives are achieved
  • Meet or exceed SLAs and performance targets as set by Management

Self-motivated with the initiative to apply developed knowledge to new scenarios

  • Rapid learner with the ability to handle multiple tasks, organise and prioritise workloads to meet deadlines
  • Demonstrable excellent customer service skills, tailoring the approach to fit specific audiences
  • Knowledge of Microsoft Excel and Access (the ability to sort and report on large volumes of data)
  • Proficient in variance analysis (identifying and explaining differences)
  • Creative but methodical problem solving abilities, ensuring strong attention to detail is key
  • Positive attitude with ambition to drive improvement
  • Strong team player
  • Professional appearance and mannerism
  • Excellent verbal, written and numerical skills
  • Billing experience in a Telecommunications environment
  • Experience in using different Billing Software packages
  • Experience of onsite customer conferences
  • Ability to read, update and write SQL scripts to query and update live billing databases

Wholesale Mobile Billing Operative - 0051

This role is based in our Nelson office.

As a Wholesale Mobile Billing Operative for Digital Wholesale Solutions, you will aim to provide excellent and proactive customer service to resellers, account managers and internal teams and ensure that all queries are resolved to SLA.

Produce and validate reseller bills to ensure compliance targets are achieved for accuracy and timing.

  • Utilise skills and knowledge of Daisy Billing systems to assist in resolving customer issues to higheststandard.
  • Take full ownership of customer issues seeing through to resolution within specified timeframe, approachto be tailored to the specific audience but must be able to handle phone calls, emails and potential face toface meetings with Resellers.
  • Manage and coordinate customer credits, before acquiring sign off from someone with the requisiteseniority. Be involved in team meetings as required.
  • Liaise with other departments where required to resolve client issues and manage performance.
  • Recommend, influence and drive through appropriate changes to the billing process.
  • Work effectively with other staff to ensure departmental objectives are achieved

Strong communication skills – communicating in a clear and concise manner on a verbal and written platform,meeting customer demands and expectations.

  • Excellent customer experience skills.
  • Able to work on own initiative.
  • Strong team player.
  • Competent with all Microsoft packages.
  • Excellent verbal, written and numerical skills.
  • Strong attention to detail.
  • Problem analysis/solving.
  • Good follow-up skills and a positive attitude.
  • Take ownership of issues and follow through to conclusion
  • Ability to handle multiple tasks and prioritise workloads
  • High energy level with creative problem solving abilities
  • Knowledge of the Reseller Billing process would be advantageous but not essential as full on the jobtraining will be provided.

Finance Apprentice - Ref 0050

You will be required to support the business and management with the production of timely and accurate management accounts. Constant interaction and collaboration with business partners, operations and finance directors is required. The role will be designed to develop your core accountancy skills within the business and provide study support to further your own knowledge.


The successful candidate must be willing to sit a relevant apprenticeship as identified by Aurora in the field of finance / accountancy.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

 

  • Raising purchase orders and ordering products/services as required by the business
  • Assisting in the production of monthly management accounts
  • Preparing Journals
  • Posting costs into the P&L
  • Posting intercompany transactions
  • Analysis of monthly movements in spend
  • Balance sheet and Intercompany reconciliations
  • P&L variance analysis
  • Adhoc projects as required
  • Assisting with the audit process
  • Liaising with other parts of the finance team and company to ensure all queries are resolved

Excellent written, verbal and numerical skills

  • Self-motivated
  • Desire to learn and study Accountancy
  • Able to prioritise workloads accordingly and work to monthly schedules
  • Five GSCE’ grades C-A* (4-9) or equivalent including English and Maths B or 5 at GCSE Maths Level 3 qualification (A level, BTEC or equivalent)
  • A-levels or equivalent
  • Previous work experience in a team-based environment
  • Good Microsoft Excel Skills

MySQL DBA/Cloud Admin - 0030

We are looking for a MySQL DBA with a focus on DevOps who will be responsible for shaping Aurora’s infrastructural footprint in the cloud and on-premise, contributing to the design and architecture of monitoring and operational components, whilst managing and maintaining our MySQL instances, both in cloud and on-premise.

  • Manage and provision database instances using AWS RDS, with experience of multi-AZ, advanced monitoring and backup features.
  • Contribute to new solutions shaping our future growth, whilst continuously improving our existing infrastructure.
  • Manage the entire estate of on-premise MySQL servers, including existing HA replication instances.
  • Own the migration strategy from dedicated on-premise servers to AWS.
  • Ongoing maintenance and management of production infrastructure to ensure stability, performance and reliability.
  • Development/Use of tooling and scripts where necessary to assist managing infrastructure, analyse activity and conduct automated maintenance.
  • Profile database performance and make performance, cost and security optimisations.
  • Be available to assist developers with query tuning/indexing/schema design.
  • Be available to assist the bi-weekly code rollout in situations where a large database change is made
  • Provide technical guidance and advice to peers, and mentor where required.
  • Strong proficiency in SQL.
  • Strong proficiency in Linux server administration.
  • Familiarity with specialist tools such as the Percona (MySQL) online schema change tool, and an understanding of its limitations.
  • Experience with containerisation and orchestration technologies e.g. Dock, Kubernetes, AWS Elastic Container Service.
  • Experience working within an Agile environment.
  • Experience with AWS DMS (Database Migration Service)d your text here

Technical Architect - 0046

As a Technical Architect you will be responsible for working in close collaboration with other members of the Architects and Product Owner Teams in order to Innovative and Build Quality Software Solutions for the wider Aurora business.


This role requires a good communicator who can translate complex requirements in to simple, functional and scalable solutions. The ability to integrate modern technologies within our existing software platforms is essential

Provide the technical layer between the BA/PM/PO and the developers, to agree the technical solution to the requirements given, and to assist the developers in understanding and implementing the correct solution.

 

  • Ensure that the overall technical strategy of the business and each product area is considered when designing new solutions.
  • Plan and design the structure of technical solutions to allow peer review and cost evaluations to be performed.
  • Assist with solving technical problems as they arise during the development and testing process.
  • Peer review technical solutions in order to raise concerns, ideas and suggestions as appropriate
  • Investigate and evaluate the use of new technologies in order to provide robust technical advice to the Architects team.
  • Monitor developed solutions to ensure they continue to meet both the user and business needs
  • Work collaboratively with other team members to deliver solutions on time and within budget.
  • Provide weekly summary reports and KPIs to the Head of Architects
  • Be fully responsible for the viability of the delivered solution.

 

  • Hands on experience with software development delivery
  • Familiarity with database technologies (e.g. MSSQL, MySQL, PostgreSQL)
  • Experience in cloud technologies
  • Good communication skills
  • Problem solving aptitude
  • Organisational skills

Billing Migration Specialist - 0034

Working within a team, the role of the employee is to work on new implementation and data migration projects and ensure the smooth, accurate transfer of billing functions, data and processes from source systems into the Affinity solution. The role will involve working with customers to gain an understanding of their existing billing operations and translating this to best practice operations with the Affinity system. The employee will manage the billing transition including requirements capture, data migration and parallel bill run, and user training, working closely with project, product and development teams.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

  • Work on billing migration projects including new system implementations
    • Analysis of existing customer data, processes and operations
    • Understand and capture billing process requirements for Aurora solutions
    • Understand and capture data migration / conversion requirements including data cleansing and de-duplication
    • Run Data Analysis and Billing workshops
    • Responsible for data migration and parallel bill run activities in Test and Live environments
    • Data manipulation and investigation, resolving and responding to queries from inside and outside the business
    • Review and report data migration and parallel bill run results
    • Assist customers in reviewing data migration and parallel bill run results
    • Provide input to project manager for project planning purposes
    • Pro-actively identify and address or escalate issues that can impact project deliveries
    • Creation of hand over documentation and performing training to the customer and internal teams
    • Undertake primary billing support of new customers in the months following go-live
  • Report against agreed KPIs
  • Work with internal production and support teams
  • Provide operational input, guidance and support where needed
  • Incorporate new production practices into project activities  
  • Work with development and product managers as required on billing systems projects
  • Out of hours work will be required during project system implementations delivery phases
  • Travel to customer sites as required during implementation projects
  • Extensive experience of telecoms billing and reseller operations
  • Knowledge of CRM systems, ERP systems
  • Experience of migration projects involving migrations between billing systems
  • Familiarity with SQL server including ability to write SQL queries
  • Familiarity with MS Excel incl VLOOKUP and Pivot Tables
  • Experience of data mapping
  • Strong analytical skills
  • Confident and assertive and able to work and support in both a team environment and also on solo projects
  • Confident but sensitive to customer needs in all forms of communication and meetings with customers
  • Able to work under time constraints and to changing priorities
  • Be prepared to work out of hours as required to deliver projects – agreed during project planning phases
  • Able to multi-task and capable of switching confidently from one task to another as priorities change and yet meet the deadlines for both.
  • Self-motivated, organised and methodical with attention to detail
  • Conduct themselves in a professional manner at all time
  • Required to follow production rules and processes as set out by the business to ensure that the service integrity is maintained to a high standard
  • Programming experience – C#, Delphi

Production Administrator - 0044

This role is based in our Chatham office.

An entry level position working within a busy team, the role of the employee is to provide an excellent level of support to Aurora’s customers to ensure that the products and services that are provided by Aurora are administered and delivered to high standards.

To achieve this, the employee will be required to undertake a wide range of support and operational activities under the management of a team leader. These activities can include telephone support, investigation of issues, fulfilment and maintenance of Billing production processes and resolution of issues through to conclusion on behalf of customers.

Reporting directly to a team leader.

  • Written and verbal reporting on progress of all Bill production activities against objectives set by managers.
  • Written and verbal communication with customers on Bill production activities
  • Assist in service improvement and research projects
  • Following, updating and completing within agreed timescales a Bill production process with escalation where necessary
  • Maintaining progress on activities within Aurora’s CRM systems
  • Providing telephone and e-mail support for customer enquiries
  • Establish good relationships with customers
  • Be responsible for the operational delivery of customers products and services

Computer literacy.

  • Good Telephone Manner
  • Ability to effectively communicate both internally and externally to a high standard
  • A desire to provide excellent standards of proactive support to customers
  • Ability to report against support and production activities
  • Ability to manage their time effectively
  • A broad skill set in the MS Office Product set.

Production Administrator – Maternity Leave Cover - 0043 (Temporary role)

This position is based in our Chatham office.

An entry level position working within a busy team, the role of the employee is to provide an excellent level of support to Aurora’s customers to ensure that the billing products and services  provided by Aurora are administered and delivered to high standards. To achieve this, the employee will be required to undertake a wide range of support and operational activities under the guidance of a team leader.

These activities include general administration support including; telephone support, investigation of customer issues, fulfilment and maintenance of Billing production processes.

Reporting directly to a team leader.

  • Written and verbal reporting on progress of all Bill production activities against objectives set by managers.
  • Written and verbal communication with customers on Bill production activities
  • Assist in service improvement and research projects
  • Following, updating and completing within agreed timescales a Bill production process with escalation where necessary
  • Maintaining progress on activities within Aurora’s CRM systems
  • Providing telephone and e-mail support for customer enquiries
  • Establish good relationships with customers
  • Be responsible for the operational delivery of customers products and services.

 

  • Computer literacy
  • Good Telephone Manner
  • Ability to effectively communicate both internally and externally to a high standard
  • A desire to provide excellent standards of proactive support to customers
  • Ability to report against support and production activities
  • Ability to manage their time effectively
  • A broad skill set in the MS Office Product set.