Technical Support Representative

Who we are:

Welcome to BookedBy, an industry-leading business management solution and scheduling software for salons, spas, and barbershops everywhere.

BookedBy — with headquarters in Austin, TX — features more than 100 employees across three continents and powers thousands of locations worldwide with top brands such as Sport Clips Haircuts, Diesel Barbershop, Perfect Look, Sharkey's Cuts for Kids, Hairzoo, and more.

Founded in 2011, BookedBy's scheduling platform has more than 60 million bookings annually and enters an exciting growth phase into other service-based businesses.

Role Description:

We are looking for a dedicated and customer-focused Technical Support - Level 1 & 2 Specialist to join our team. As a support specialist, you will serve as the first point of contact for customers seeking assistance with our software. This position requires an individual who is proactive, professional, and adept at providing timely, high-quality support through phone, email, and chat. You will be responsible for troubleshooting technical issues, ensuring seamless user experiences, and collaborating with internal teams to resolve customer inquiries effectively. Your role will also involve maintaining thorough documentation and identifying opportunities for process improvements.

Key Responsibilities:

• Providing professional, friendly, and efficient support via phone, chat, and email to both new and existing users.
• Diagnosing and resolving software-related issues, ensuring customers receive clear and actionable guidance.
• Maintaining accurate records of customer interactions, troubleshooting steps, and resolutions in Jira or other IT systems.
• Collaborating with cross-functional teams to identify product improvements and communicate user feedback effectively.
• Continuously striving to meet and exceed established customer support goals and performance metrics.
• Offering remote access support and training to guide customers through software features and resolve issues.
• Following established best practices for customer service and ensuring a consistent and positive user experience.
• Proactively identifying areas of enhancement and contributing to process improvements within the support team and across the business.
• Participating in manual QA testing when required to identify bugs or areas for software improvement.

Minimum Qualifications:

• A balanced combination of technical expertise (50%) and customer service skills (50%).
• Proven experience in technical support or a similar role, ideally within the software or SaaS industry.
• Strong verbal and written communication skills in English, with the ability to communicate complex technical information in a clear and concise manner.
• A positive, solutions-oriented attitude, demonstrating professionalism and reliability as a team member.
• Exceptional attention to detail, organizational skills, and the ability to manage multiple tasks effectively in a fast-paced environment.
• Familiarity with Jira or similar support ticketing systems is required.
• Ability to stay composed and efficient in high-pressure or time-sensitive situations, while maintaining a positive customer experience.
• Availability to work 7 days a week, with a flexible schedule based on business needs, primarily for overnight shifts.

Preferred Qualifications:

• Experience in troubleshooting and resolving technical issues in a customer-facing environment.
• Experience using remote support tools (e.g., TeamViewer, AnyDesk).
• Familiarity with the software development lifecycle (SDLC) and basic QA testing processes.

Why Join Us?

• Competitive pay.
• Monthly employee recognition bonuses.

If you are passionate about delivering exceptional customer service, possess strong technical troubleshooting skills, and enjoy helping users navigate software, we invite you to apply for this exciting opportunity