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Technical Support Representative

Vagaro

Technical Support Representative

Dublin, CA
Full Time
Paid
  • Responsibilities

    Vagaro Inc. is a growing vibrant company where we have fun helping salons, spas, and fitness studios manage and grow their business. We are looking for individuals who truly enjoy helping customers and love working as a team. If you're techie, love to troubleshoot issues, have a natural curiosity to learn new things, and are driven to help customers, if so, Vagaro might be looking for you!

    The Customer Support position involves strong troubleshooting, problem-solving, and communication skills. Through many channels of communication– including: email, phone, chat, and help forums; you will ensure high-level of customer satisfaction by guaranteeing that customer problems are properly analyzed, documented, and resolved with the goal of creating an exceptional experience.

    PLEASE DO NOT CALL OUR OFFICE ABOUT THIS POSITION.

    PERKS:

    • 15 accrued PTO days
    • 10 company holidays per year
    • Discounted tickets program
    • $30/month reimbursement towards any Vagaro service
    • EAP & Work/Life Program
    • 401k program with matching
    • Voluntary Life/Supplemental Insurance
    • Discounted Byte Fridge
    • Coffee/Latte/Mocha machine (Teas too)
    • On-site gym (currently closed)
    • Free yoga classes (currently closed)

    PERKS:

    • 15 Days PTO
    • 8 Company Holidays.
    • 401 k Retirement plan with matching.
    • Healthcare, Dental & Vision plans for individuals and families.
    • Discounted tickets.
    • Work/Life & EAP
    • Access to building fitness & amenities hub
    • Snacks (of course)

    RESPONSIBILITIES:

    • Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
    • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
    • Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
    • Compassion and Understanding for your customers, is important as they may be stressed while communicating with you. 
    • Responsiveness is key; getting information back to your customers as quickly as possible as well as other team members makes a huge difference to our customers.
    • Excellent organizational, written and oral communication skills – Customers will not understand technical jargon, so you must be able to communicate the same information in a variety of ways.
    • Ensure all issues are properly logged.

    EXPERIENCE/REQUIREMENTS:

    • Knowledge of various mobile platforms; iOS, Android, and Windows Mobile. If you don't know these, you must be able to learn them all very quickly.
    • Preferred - At least two years of working with customers.
    • Preferred - Customer service role in a call center setting.
    • Preferred - Trouble shooting/tech support experience.
    • Excellent customer support skills– you should be Empathetic and Patient as many users might not be skilled in using their computers and mobile devices.
    • You must be able to Accurately document the issues, since our development team or other support team members may need to help this customer in the future.
    • Compassion and Understanding for your customers is important as they may be stressed while communicating with you. Responsiveness is key; getting information back to your customers as quickly as possible as well as other team members makes a huge difference to our customers. You are the Resource that customers are relying on, so you should know the answer to their questions and know when to ask other team members for help.
    • Excellent organizational, written and oral communication skills.
    • You should quickly learn how to evaluate, troubleshoot, and follow-up on customer issues. If it needs to be escalated to the development team, you must be able to replicate the issue and document it for them clearly.
    • You should have a desire to learn, master and even teach everything you know about Vagaro.

    ABOUT THE COMPANY:

    Vagaro, Inc. develops all-in-one business management platforms and powerful online marketplaces for the salon, spa and fitness industries. More than 110,000 professionals in the United States, Canada, the United Kingdom and Australia use Vagaro's cloud-based software to manage all aspects of their operations and to market their services to local customers. Consumers choose Vagaro to search for and book services in their community at their convenience. Vagaro is easy-to-use and works on any device. Learn more by visiting https://www.vagaro.com and https://sales.vagaro.com. 

    Join Team Vagaro to play a key role in the continued growth of our company!