Technical Support Representative

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. 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 PTO: 15 accrued days, including 9 company holidays annually Growth Opportunities: College Assistance Reimbursement, access to our EAP & Work/Life Program, and a LinkedIn Learning account to master new skills Financial Security: 401k program with 4% matching and optional life/supplemental insurance Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family Exclusive Perks: Discounts, special offers, and preferred seating for top attractions, theme parks, shows, sports events, movies, hotels, and more through TicketsAtWork Beauty Perks: Receive $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments Food Perks: Enjoy a $50 monthly stipend for our onsite microkitchen, offering light meals, snacks, and beverages, plus a complimentary DoorDash DashPass subscription for all your local food delivery needs Stay Active: Take advantage of our on-site gym, flavored water dispenser, and basketball court to stay 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. Privacy Policy: Your privacy matters At Vagaro, we are committed to protecting your personal information. Before proceeding with your application, please review our Employee and Applicant Privacy Notice here (https://www.vagaro.com/pro/vagaro-employee-and-applicant-privacy-notice). By submitting your application, you acknowledge that you have read and understood our Privacy Notice, which outlines how we collect, use, disclose, and protect your information during the recruitment and employment process. Learn More About Vagaro: Visit us at Vagaro.com (https://www.vagaro.com) and sales.vagaro.com (https://sales.vagaro.com) to learn more.