Technical Support Specialist

About ROLLER
ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - just to name a few

At the heart of ROLLER is our team - which consists of 300+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey

About the Role
We are seeking a passionate Technical Support Specialist to join our growing global Customer Support Team. Bringing previous experience working with Point of Sale (POS) Payments, or within a SaaS company, you will be responsible for providing technical product support to our customers across the Central & North American regions. You will become an expert on our platform and use prior knowledge from working in a SaaS company to troubleshoot questions from our customers and provide timely & quality responses to them.

As you will be working within a global team of hybrid workers, you will be able to manage your time, follow agreed support processes and ensure you regularly communicate with the wider team.

You'll work five days per week, which includes two weekend days, with scheduling based on business needs to best support the Central & North American regions.
What You'll Do

• You'll be the first point of contact for our customers - answering calls and chats, resolving support tickets, and connecting with customers through a variety of channels.
• Consult with customers to provide information about our products and platform builds
• Learn our platform inside out, and be hands-on with the platform configuration
• Be hands-on with troubleshooting technical hardware issues that occur with payment and POS terminals
• Document, submit and track platform bugs until they are resolved (We use Jira)
• Deliver excellent customer service at all times
• Work closely with our AWESOME team to ensure our customers have remarkable experiences

About You

• You must have 1-2 years of experience working in a similar role within a SaaS or POS Payments business
• Formal IT qualifications, bonus if you have a bachelor's degree in a related field
• Experience using ticketing systems - Salesforce Service Cloud
• Extra points if you bring troubleshooting experience working with payment systems as well as APIs
• Strong written & verbal communication skills
• You will be very tech-savvy and able to pick up new tools very quickly
• Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment
• You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow
• Great customer service skills; demonstrated experience is a must
• High level of organizational skills and time management skills
• Strong attention to detail

Perks

• You get to work on a category-leading product that customers love in a fun, high-growth industry - check our Capterra and G2 reviews.
• 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate)
• Engage in our 'Vibe Tribe' - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen
• Team Member Assistance Program to proactively support our team's health and well-being - access to coaching, education modules, weekly webinars, and more.
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning & development budget plus genuine career growth opportunities as we continue to expand

What You Can Expect

• Initial call with our Talent Acquisition Manager
  You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations, and you can check off any initial questions you might have.
• Interview with our Hiring Manager
  You will get to meet with our Hiring Manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
• Technical Support Assessment
  You'll complete a technical assessment that will be reviewed by the hiring manager.
• Loop Interviews
  This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for
• Offer
  If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join