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# Technical Customer Support Representative

- **Company:** Vagaro, Inc.
- **Location:** Pleasanton, CA, United States
- **Experience:** Experienced
- **Salary:** $49,920.0 - $62,400.0
- **Contract:** Permanent contract
- **Skills:** HTML, Apple IOS, Interactive Voice Response, Software as a Service, Web Browsers, Web Applications, Web Platforms, Extensible Markup Language (XML), Zendesk
- **Published:** September 4, 2026
- **Apply:** https://startup.jobs/technical-customer-support-representative-vagaro-8752520

## About the Role

* 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 holidays
 * Must be able to work at least one weekend shift
 * Must be able to work any 8-hour shift with a start time between 5:00am and 1:30pm

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

## Description

* Meet upsell targets by identifying customer needs during support interactions and recommending relevant Vagaro features
 * 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
 * Other duties as assigned., 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. 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.


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