Customer Support Specialist (SaaS) - North America (Remote)

Company: ROLLER
Location: Greenville
Posted on: January 11, 2022

Job Description:

About ROLLER

ROLLER is a global software-as-a-service company, designed to help businesses in the leisure and attractions industry operate more efficiently, more effectively, and deliver exceptional guest experiences. ROLLER helps its Customers offer amazing guest experiences 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 25 countries, in a wide array of industries, ranging from theme parks, museums, zoos, trampoline parks, water parks, aquariums, wake parks - just to name a few!

At the heart of ROLLER is our team - which consists of 70+ highly energetic, driven, intelligent, and humble professionals, all contributing to helping build a successful, and enduring business. We truly believe that the sky's the limit, and we are well on our way to becoming a global success story. Most of all, we love what we do... and we are looking for like-minded people to join us on this incredible journey!

Position Summary

We're seeking a passionate software support professional to join our growing global team. You will be responsible for providing level 1 technical product support to our customers across the North American region. You will become an expert in our platform and use this knowledge to troubleshoot questions from our customers and provide timely & quality responses to them. As you will be working within a global team of all remote 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 across a rotating 7-day roster to support our 24/7 support offering to our clients across the North American region. As this is a remote position we are flexible with the location provided you are located within pacific and eastern time, timezone.

What will your day to day activities be?
You will be the first point of contact for our clients - Answer incoming calls, responding to tickets and engaging customers via live chat
Consult with clients to provide information about our products and platform builds
Be the support Ninja within the Global Customer Support Team
Learn our platform inside out, and be hands-on with 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 ensure consistency with the global team
Deliver excellent customer service at all times
Work closely with our AWESOME team to ensure our clients have remarkable experiences!

Desired Skills & Experience!
Experience working in a similar role, within a SaaS or technology based business
Formal IT qualifications, bonus if you have a bachelor degree in a related field
You must have unrestricted working rights within North or South America
Experience using ticketing systems, we use Zendesk
Fluent in English (both written and verbal)
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
Great customer service skills; demonstrated experience is a must!
High level of organizational and time management skills
Strong attention to detail
Mature, responsible & a fun can-do attitude

Perks!
Attractive salary package and benefits
You get to work on an exciting product, in a fun, high growth industry, that Customers really love - check our Capterra and G2 reviews
Work from home or co-working space allowance
Vibe Tribe - led by our team members, you have the ability to directly contribute to company-wide initiatives! Regular events and social activities, fundraising & cause-related campaigns... you name it, we're willing to give it a go!
Employee Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more!
Work with a driven, fun and switched on team that likes to raise the bar in all that we do
Genuine career growth opportunities as we continue to expand

Keywords: ROLLER, Greenville , Customer Support Specialist (SaaS) - North America (Remote), Other , Greenville, South Carolina