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Technical Support Representative

3 months ago

Pleasanton, California, United States Vagaro Full time

_Position reports to Pleasanton, CA- Onsite position
_

Perks:

  • 15 accrued PTO days
  • 9 company holidays per year
  • Discounted tickets program
  • Healthcare, dental & vision plans for individuals and families
- $30/month reimbursement towards any Vagaro service

  • College Assistance Reimbursement
  • EAP & Work/Life Program
  • 401k program with matching
  • Voluntary Life/Supplemental Insurance
  • Onsite gym

Experience/Requirements:

  • Reliability
  • If you can reliably be at work as expected, and be part of the team please read on;
  • Ability to provide detailed publicfacing and internal case notes
  • Ability to be a knowledgebase contributor
  • Prior SaaS support experience
  • Tier levels depending on experience
  • Minimum two years frontline, highvolume support/call center experience
  • Tier levels depending on experience
  • Ability to work within common support metric goals, e.g. SL, ASA, AHT; and support center KPIs
  • Typing speed >50 WPM
  • Proven English language composition and grammar skills
  • Replicate reported issues, and escalate to Product via ticketing
  • Fast Mastery of the Vagaro platform including hardware
  • The ability to infuse trust and defuse difficult situations
  • Extreme patience with angry and nontechnical customers
  • Excellent phone, typing, and grammar skills to assist our customers
  • Mentor and assist new agents with best practices, effective writing and tools use
  • Empathy and Understanding with our customers are vital, and Urgency is key
  • A strong desire to learn, grow, and to share knowledge
  • Flexibility to work on Weekends


 Plus
  • Prior experience in working in Salesforce/Zendesk CRMs, LiveChat, and IVRs


 Plus
  • Support experience in the beauty, health, and fitness industries


 Plus
  • Prior save and retention experience in a support organization


 Plus
  • HTML/XML/ experience


 Plus
  • Page Source troubleshooting, specifically with widget code

Responsibilities:

  • Reliability
and Teamwork are key

  • Troubleshoot, resolve, and document customer questions and issues with the Vagaro web platform, associated hardware, and billing questions
  • Work responsibly in a highvolume support center environment
  • Work within metric service level goals and guidelines
  • Issue replication and escalation to the appropriate internal Vagaro team
  • Draft support and customer content as discovery and need dictates
  • Become a main pointofcontact for a Vagaro product or feature set
  • Pointofcontact for technical escalations
  • Reach KPIs & Goals
  • Assist team members and other Vagaro staff members

About the Company:

Equal Opportunity Employer:
Vagaro takes pride in being an Equal Employment Opportunity and affirmative action employer.

We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.


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