Technical Support Representative

at  Vagaro Inc

WHAT IS VAGARO?

Vagaro is revolutionizing the wellness and beauty industries with innovative cloud-based software and payment solutions that empower business owners to thrive. Our all-in-one business management platform and powerful online marketplace serve over 85,000+ businesses across the United States, Canada, UK, and Australia.

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

Were seeking enthusiastic, customer-focused problem-solvers to join our team as Technical Support Agents. If youre 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.