Customer Support Specialist (SaaS) - North America (Remote)
Posted on: January 11, 2022
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!
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
Consult with clients to provide information about our products and
Be the support Ninja within the Global Customer Support Team
Learn our platform inside out, and be hands-on with platform
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
Desired Skills & Experience!
Experience working in a similar role, within a SaaS or technology
Formal IT qualifications, bonus if you have a bachelor degree in a
You must have unrestricted working rights within North or South
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
Willing to proactively self learn about technology and work
autonomously in a fast-paced, entrepreneurial environment
Great customer service skills; demonstrated experience is a
High level of organizational and time management skills
Strong attention to detail
Mature, responsible & a fun can-do attitude
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
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
Keywords: ROLLER, Greenville , Customer Support Specialist (SaaS) - North America (Remote), Other , Greenville, South Carolina
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