Job description

*Position reports to Pleasanton, CA- Onsite position*

We are looking for Customer Support Representatives who are interested in starting a career at a fast-paced SaaS company. We need individuals who specialize in troubleshooting technical issues for our customers. If you have great communication skills, knowledge of computer systems, and are driven to help customers, Vagaro may be the perfect fit for you!

Perks:

• 15 accrued PTO days.
• 9 company holidays per year.
• Doordash DashPass.
• Discounted tickets program.
• Healthcare, dental & vision plans for individuals and families.
• $30/month reimbursement towards any Vagaro service.
• $60/month reimbursement towards services at Salon 77 West & Co.
• College Assistance Reimbursement.
• EAP & Work/Life Program.
• 401k program with matching.
• Voluntary Life/Supplemental Insurance.
• On-site gym.

Experience/Requirements:

• Experience in tech or a related field with a strong desire to learn, grow, master, and teach the Vagaro software to customers.
• Ability to evaluate, troubleshoot, and offer solutions to problems using common support best practices, including basic issue replication, proper escalation, and documentation via common CRM software.
• Excellent customer service with organizational, written, and oral communication skills.
• Able to communicate efficiently to resolve customer questions in a timely manner – prior experience working with non-technical customers.
• Experience in customer service or support with the ability to de-escalate customers with understanding and compassion.
• Knowledge and experience using various operating systems and mobile platforms – PC, Mac, iOS & Android.
• Preferred – Support experience in a fast paced, team-oriented environment.
• Preferred – Experience ticketing with Zendesk.
• Preferred – High volume call center experience.

Responsibilities:

• Communicating with customers regarding questions and concerns on multiple channels - via phone, email, chat, and help forums.
• Providing a high level of customer satisfaction with the goal of creating an exceptional experience.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure all issues are properly analyzed, documented, logged, and resolved in a timely manner.
• Effectively communicate technical information into simplistic terms.

About the Company:
Vagaro, Inc. develops an all-in-one business management platform and a powerful online marketplace for the salon, spa, and fitness industries. More than 173,000 professionals and 67,000+ businesses in the United States, Canada, UK, and Australia use Vagaro's cloud-based software to manage all aspects of their operations. 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

Job Type: Full-time

Pay: $19.00 - $25.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Commission pay

Application Question(s):

• Are you able to reliably commute to Pleasanton, CA?

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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