Technical Support Agent Tier 1-4

Job Description

Role: Technical Support Agent Tier 1-4 (Tier levels are depending on skills and experience)

Location: Pleasanton, CA 

Duration: 12 + Months

About the Job: 

We are looking for individuals who truly enjoy helping customers, are problem-solvers, and love working in a team. If you have experience in troubleshooting SaaS applications, hardware add-ons, and love to help customers, Vagaro might be looking for you! 

The Vagaro Technical Support Agent (Tiers 1-4) position requires excellent troubleshooting and communication skills via phone, chat, and email. You will ensure a high level of customer satisfaction by guaranteeing that customer problems are properly analyzed, documented, and resolved in a timely manner to create an exceptional customer experience for users of the Vagaro platform. 

In this support role, the successful candidate will become an expert on all of the features and functions within the Vagaro Platform. The TS agent will be the initial point of escalation for the CS agents for both technical and customer satisfaction issues and may be asked to draft support content for troubleshooting and Help Center articles. 

This position will be expected to report to our HQ office, as there is NO remote work. 

Experience/Requirements: 

• Reliability – If you can reliably be at work as expected, and be part of the team please read on; 

• 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 
• Minimum one-year experience directly managing a minimum of 10 support agents 
• 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 
• Preferred - Prior Vagaro experience 
• Preferred – Prior experience in working in Salesforce/Zendesk CRMs, LiveChat, and IVRs 
• Preferred – Support experience in the beauty, health, and fitness industries 
• Preferred – Prior save and retention experience in a support organization 
• Preferred – HTML/XML/ experience 
• Preferred – Page Source troubleshooting, specifically with widget code 
• Spanish 2nd language – nice to have 

Responsibilities: 

• Reliability and Teamwork are key 

• 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 

Regards,

Daram

Talent Acquisition Recruiter

MatchPoint Solutions | 6690 Amador Plaza Rd. Suite 225 | Dublin, CA 94568

Phone: +1 925-361-2638|

Qualifications

Role: Technical Support Agent Tier 1-4 (Tier levels are depending on skills and experience)

Location: Pleasanton, CA 

Duration: 12 + Months

About the Job: 

We are looking for individuals who truly enjoy helping customers, are problem-solvers, and love working in a team. If you have experi