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Technical Support Representative
3 months ago
The Vagaro Technical Support Agent position requires excellent troubleshooting and communication skills via phone, chat, and email.
You will ensure a high level of customer satisfaction by guaranteeing that customer problems are properly analyzed, documented, and resolved in a timely manner to create an exceptional customer experience for users of the Vagaro platform.
In this support role, the successful candidate will become an expert on all of the features and functions within the Vagaro Platform.
The TS agent will be the initial point of escalation for the CS agents for both technical and customer satisfaction issues and may be asked to draft support content for troubleshooting and Help Center articles.
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
On-site gym
Experience/Requirements:
Reliability – If you can reliably be at work as expected, and be part of the team please read on;
Expert at troubleshooting web applications, common browsers, and basic hardware issues with PC, Mac, iOS, and Android platforms
Ability to provide detailed public-facing and internal case notes
Ability to be a knowledge-base contributor
Prior SaaS support experience – Tier levels depending on experience
Minimum two years front-line, high-volume 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 non-technical 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 high-volume 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 subject matter expert with the Vagaro platform and/or related support tools
Become a main point-of-contact for a Vagaro product or feature set
Point-of-contact for technical escalations
Reach KPIs & Goals
Assist team members and other Vagaro staff members
About the Company:
Vagaro, Inc. develops an all-in-one business management platform and a powerful online marketplace for the salon, spa, and fitness industries.
More than 173,000 professionals and 67,000+ businesses in the United States, Canada, UK, and Australia use Vagaro's cloud-based software to manage all aspects of their operations.
Consumers choose Vagaro to search for and book services in their community at their convenience. Vagaro is easy-to-use and works on any device. Learn more by visitingand
.
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.
Privacy Policy:
Privacy Notice for Employee and Applicant Data
Your Privacy Matters
At Vagaro, we are committed to protecting the privacy and security of your personal information. Before you proceed with your application, we encourage you to review our Employee and Applicant Privacy Notice.
By submitting your application, you acknowledge that you have read and understood our Privacy Notice. This document outlines how we collect, use, disclose, and protect your personal information during the recruitment and employment process.
Privacy Notice:
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