Technical Customer Support Representative

Vagaro Inc; Pleasanton (CA); On-site; USD 24,000 - 30,000; Full time

Benefits offered by this job

Generous Vacation & Sick

Comprehensive healthcare, dental, and vision plans

401k program with 4% matching

Food Perks: $50 monthly stipend

Beauty Perks: $30/month Vagaro service reimbursement

Job summary

Vagaro Inc in Pleasanton, CA is looking for Technical Support Agents who are enthusiastic and customer-focused. This onsite position offers a competitive pay rate of $24.00 - $30.00 per hour, plus quarterly bonuses.

The role involves troubleshooting SaaS applications, providing reliable support for the Vagaro platform, and collaborating to meet performance metrics. Employees can enjoy comprehensive health plans, generous vacation days, and perks to enhance well-being and growth opportunities.

Qualifications

• Minimum of two years’ front-line, high-volume support/call center experience.
• Experience in SaaS support with fast mastery of the Vagaro platform.
• Flexibility to work on holidays and weekends.

Responsibilities

• Provide reliable and effective support for the Vagaro web platform.
• Troubleshoot and resolve customer issues via phone, chat, and email.
• Assist team members to reach KPIs and goals.

Skills

Troubleshooting web applications

Strong written and verbal communication

Teamwork skills

Ability to work in a fast-paced environment

Tools

CRM tools (e.g., Zendesk)

Job description

*This is an onsite position based in Pleasanton, CA.*

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!

Compensation:

• Base Hourly Wages: $24.00 - $30.00
• Bonus Structure: Quarterly, Up to 12%

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 elevate 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.

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 holidays
• Must be able to work at least one weekend shift
• Must be able to work any 8-hour shift with a start time between 5:00am and 1:30pm

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

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 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!

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.

Pay Transparency: In accordance with California pay transparency requirements, the full salary range for this position is listed. Placement within the range is based on qualifications, experience, and business needs. New hires are not typically brought in at the top of the posted range.