Gene Ian Brandenburg

• Serve as a primary technical troubleshooter for new and existing business owners onboarding to the Vagaro platform.
• Investigate technical bugs, software errors, and configuration issues that prevent successful account setup, activation, or feature use.
• Act as a liaison between Sales, Product, and Customers to resolve onboarding issues quickly and clearly.
• Translate complex technical issues into simple instructionsfor customers while documenting findings for internal teams.
• Identify friction points in the onboarding funnel and collaborate to improve workflows and reduce drop-off.
• Create and maintain internal resources for faster resolution. Maintain accurate case documentation in CRM and ticketing systems, tracking trends and recurring issues.
• Meet or exceed KPIs related to resolution time, onboarding success, and customer satisfaction.
• Support customers across web applications, browsers, hardware integrations, and billing workflows.

• Supported enterprise SaaS platforms and internal tools, diagnosing issues that blocked user access and productivity

• Investigated software, authentication, VPN, VDI, and device provisioning issues

• Communicated technical root causes and resolutions to non-technical stakeholders

• Created internal documentation and troubleshooting guides to reduce escalations

• Maintained disciplined tracking of incidents and resolutions in ticketing systems

Provided frontline technical support for desktops, laptops, and applications

• Diagnosed OS, browser, hardware, and software issues impacting user onboarding and access

• Escalated complex issues with clear replication steps and technical detail

• Maintained accurate real-time documentation while meeting service metrics

• Supported customers via high-volume digital channels in a KPI-driven environment

• Acted as intermediary between customers and internal operational teams

• Resolved account and billing issues with empathy and precision

• Maintained meticulous CRM documentation and exceeded quality benchmarks