Job Title

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 offer amazing guest experiences through a full suite of venue management features. 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 - 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, have a great time doing it, and are looking for like-minded people to join us on this amazing journey!About the RoleWe 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 APAC 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 2 days being on a weekend. This is a hybrid position, requiring 3 days in office. Our office is located in Melbourne.What Youll DoYou will be the first point of contact for our customers - answer incoming calls, responding to tickets and engaging customers via emailConsult with customers to provide information about our products and platform buildsLearn our platform inside out, and be hands-on with the platform configurationBe hands-on with troubleshooting technical hardware issues that occur with payment and POS terminalsDocument, 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 teamWork closely with our AWESOME team to ensure our customers have remarkable experiencesAbout YouYou must have 1 -2 years of experience working in a similar role within a SaaS or POS Payments businessFormal IT qualifications, bonus if you have a bachelors degree in a related fieldExperience using ticketing systems - we use Zendesk and Salesforce Service CloudExtra points if you have troubleshooting experience working with payments systems as well as APIsYou will be tech-savvy and able to pick up new tools quicklyWilling to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environmentYou have demonstrated experience with troubleshooting methodologies and implementing them in your workflowGreat customer service skills; demonstrated experience is a must!High level of organizational skills and time management skillsStrong attention to detailAttractive compensation package and benefits.You get to work on a category-leading product that customers love in a fun, high-growth industry! Check ourCapterra andG2 reviews.20 days of paid time off (PTO), 10 sick days, and 13 paid holidays.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).16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.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.Highly flexible work environment with an All Access pass to WeWork, depending on your location.Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.Individual learning and development budget plus genuine career growth opportunities as we continue to expand!What You Can ExpectInitial call with our Talent Acquisition ManagerYou''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 the Hiring ManagerYou''ll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.Assessment Youll complete a short exercise designed to help us better understand your approach to supporting customers and how you think through real-world scenarios.Loop InterviewsThis 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!OfferIf 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 employmentApply for this job*indicates a required fieldFirst Name *Last Name *Email *PhoneResume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfLinkedIn ProfileWhat are your salary expectations? *Are you currently a resident of Melbourne, Australia? * Select...Voluntary Self-IdentificationFor government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.As set forth in ROLLERs Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. 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The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .How do you know if you have a disability?A disability is a condition that substantially limits one or more of your major life activities. 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