Technical Support Representative

March 16

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Vagaro

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Online booking, payment processing, and business management software for salons, spas, and fitness studios.

Salon and Spa marketing • Advertising • Salon and Spa Management Software • Online scheduling • Social Marketing

201 - 500

💰 Private Equity Round on 2021-11

Description

• 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

Requirements

• Reliability - If you can reliably be at work as expected, and be part of the team • 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

Benefits

• 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