Technical Support Specialist - Hybrid

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 200+ 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!

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 North American region. 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 all hybrid workers, you will be able to manage your time, follow agreed support processes and ensure you regularly communicate with the wider team.

You will be working a 5-day working week, with 1 day being on a weekend.  This is a hybrid role with a great balance of flexibility and connection—you’ll spend 5 days in the office during training to help you settle in and feel supported, and then transition to just 3 days a week in the office once you’re up and running.

• You will be the first point of contact for our customers - answer incoming calls, responding to tickets and engaging customers via email.
• 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!)
• Various administrative duties including market research, internal processes and ensuring consistency with the global team.
• Deliver excellent customer service at all times.
• Work closely with our AWESOME team to ensure our customers have remarkable experiences.

• 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 - we use Salesforce Service Cloud.
• Extra points if you bring troubleshooting experience working with payments systems as well as API’s.
• Strong written and verbal communication skills in English (C1 Proficiency level). 
• 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.

1. 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.
2. Interview with the Hiring Manager
   You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
3. Assessment You’ll complete a short exercise designed to help us better understand your approach to supporting customers and how you think through real-world scenarios.
4. 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!
5. Offer
   If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!
   

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment