Technical Customer Support Representative

Vagaro; Pleasanton (CA); On-site; USD 40,000 - 70,000; Full time

Benefits offered by this job

Attractive Compensation & Performance Bonuses

Generous Vacation & Sick Leave

Comprehensive Healthcare Plans

Discounts on Attractions and Events

Monthly Reimbursement for Vagaro Services

Monthly Stipend for Onsite Microkitchen

College Assistance Reimbursement

401k with 4% Matching

Access to On-site Gym

Work-Life Programs

Job summary

Join a dynamic team at a forward-thinking company as a Technical Support Agent, where your problem-solving skills will shine. This role involves providing exceptional support for a web platform and assisting customers with their inquiries. You'll thrive in a collaborative environment that values growth and innovation, with opportunities for professional development and performance bonuses. Enjoy a competitive salary, generous vacation, and unique perks that enhance your work-life balance. If you're passionate about helping others and ready to make a positive impact, this is the perfect opportunity for you!

Qualifications

• 2+ years of experience in high-volume support or call center roles.
• Expertise in troubleshooting web applications and basic hardware issues.

Responsibilities

• Provide effective support for the Vagaro web platform and related hardware.
• Troubleshoot customer issues via phone, chat, and email.

Skills

Problem-solving

Customer service

Communication skills

Teamwork

Patience and empathy

Education

High school diploma or equivalent

Tools

Zendesk

Job description

Why Vagaro? At Vagaro, we believe in fostering a collaborative and inclusive work environment where every team member can thrive. Our culture is built on innovation, continuous learning, and a passion for making a positive impact. We support our employees' growth and vision for themselves, offering opportunities for professional development and career advancement. Join us and be part of a team that values creativity, teamwork, and a commitment to excellence. Plus, we know how to have fun while getting the job done!

What You’ll Be Doing:
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.*

Why You’ll Love Working Here:

• 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 TicketsAtWork.
• 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!

Your Impact:

• 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.

What You Bring:

• 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.

What Sets You Apart:

• 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.

Equal Opportunity Employer:
Vagaro is proud to be an Equal Employment Opportunity and affirmative action employer. We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristics protected by law.