Technical Support Representative| Customer Support
Location
Hertfordshire | United Kingdom
Job description
Due to our rapid and exciting growth we are now looking to recruit an exceptional Technical Support Representative to join our team based in our fantastic offices in Stevenage, Hertfordshire.
You will play a key role in revolutionizing the beauty, wellness, & fitness industry, where every day is a chance to make a lasting impact, collaborate with brilliant minds, & shape the future of a dynamic and thriving company.
This position will require a caring personality, passionate about service, excellent problem solving and a determination to delight customers. A calm and considered approach with the ability to explain a technical product to customers, strong organizational skills to follow up on key actions delivering the highest customer satisfaction. Ensuring that our customers benefit from all that Vagaro's award-winning software has to offer.
Location: London / Stevenage (Onsite)
Start date: Immediate
Salary range: £40-50k DOE
Experience/Requirements:
- 1- 3 years prior software support experience working with non-technical customers.
- Excellent customer support skills, empathetic and patient as many users might not be skilled in using their computers, mobile devices, or card readers.
- Excellent phone and communication skills are a must to effectively communicate with the customers in calls, chats, and support requests as well as with our product development engineers.
- Empathy, consideration and understanding with our customers is vital, so to, is urgency, as their business may very well depend on us.
- Common Support best practices, including basic issue replication, remote access, and escalation via common ticketing solutions such a ZenDesk or Salesforce.
- Hungry to learn, you need to master the Vagaro platform to help our customers run their business smoothly.
- Ability to work within and troubleshoot web applications, common browsers, and basic hardware issues in Macintosh, PC, and Mobile environments.
- Good knowledge of iOS and Android Mobile use and usability.
- Passion and interest in beauty/salon, welling-being or fitness industry would be welcome.
- A desire to excel, and to share your knowledge with your colleagues.
- This is an office-based role to maximize learning, teamwork, and enjoyment.
Responsibilities:
- Reliability and teamwork are key as we look to rapidly grow our UK business.
- Troubleshoot, resolve, and document customer questions and issues with the Vagaro web platform, associated hardware, and billing questions.
- Work responsibly and at pace in a high-volume support environment.
- Hit goals and exceed key customer service metrics.
- Issue replication and escalation to the appropriate internal Vagaro team
- Help on-board customers, transitioning off competitors, learn new tools and educate customers on all the benefits Vagaro brings.
- Improve retention by direct customer follow up, address key learnings, and offer pro-active support and education.
- Become a subject matter expert with the Vagaro platform and/or related support tools.
- Share good news, celebrate success, and learn from what we do well.
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 80,000+ 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
Applicants must have the right to work in the UK.
Job tags
Salary
£40k - £50k per annum
