Technical Customer Support Representative

Vagaro•Pleasanton, CA

63d•Onsite

About The Position

We're seeking enthusiastic, customer-focused problem-solvers to join our team as Technical Support Agents. If you're experienced in troubleshooting SaaS applications and hardware add-ons and enjoy helping customers, Vagaro could be your next exciting opportunity! This is an onsite position based in Pleasanton, CA.

Requirements

Proven reliability and teamwork skills
Expertise in troubleshooting web applications, common browsers, and basic hardware issues on PC, Mac, iOS, and Android platforms
Ability to provide detailed public-facing and internal case notes
Strong written and verbal communication skills, with a typing speed of over 50 WPM
Minimum of two years' front-line, high-volume support/call center experience
Ability to work within common support metric goals and KPIs, e.g., SL, ASA, AHT
Experience in SaaS support, with fast mastery of the Vagaro platform, including hardware
Patience, empathy, and the ability to defuse difficult situations
Flexibility to work on weekends and holidays

Nice To Haves

Experience with CRM tools (e.g., Zendesk) and IVRs
Support experience in the health, beauty, and wellness industries
Prior save and retention experience in a support organization
Knowledge of HTML/XML and page source troubleshooting, specifically with widget code

Responsibilities

Provide reliable and effective support for the Vagaro web platform, associated hardware, and billing inquiries
Troubleshoot, resolve, and document customer issues via phone, chat, and email
Work within service level goals and guidelines in a high-volume support center
Replicate and escalate issues to the appropriate internal Vagaro team
Draft support content and customer resources as needed
Become a subject matter expert on the Vagaro platform and related support tools
Serve as a main point-of-contact for technical escalations and specific Vagaro product features
Assist team members and other Vagaro staff to reach KPIs and goals
Other duties as assigned.

Benefits

Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses
Generous Vacation & Sick: 15 accrued days, plus 10 company holidays annually.
Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family.
Exclusive Perks: Discounts on attractions, theme parks, shows, sports events, movies, hotels, and more through Tickets At Work and LifeMart.
Beauty Perks: $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments.
Food Perks: $50 monthly stipend for our onsite microkitchen and a complimentary DoorDash DashPass subscription.
Growth Opportunities: College Assistance Reimbursement, access to EAP & Work/Life Programs, and a LinkedIn Learning account to master new skills.
Financial Security: 401k program with 4% matching and optional life/supplemental insurance.
Stay Active: Access to our on-site gym, flavored water dispenser, and basketball court to keep you fit and energized!

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