Enterprise 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 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!

About the Role

We are seeking a passionate Enterprise 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 supporting our largest customers and deliver exceptional service to ROLLER's most critical customers. You will become an expert in your platform and use prior knowledge from working in a SaaS company to troubleshoot questions from our customers and provide timely & quality responses to them.

This role requires excellent communication, technical and collaboration skills to ensure the team's success and our customer's success.

What You'll Do

Customer Advocacy & Support Operations

• Become a Trusted Advisor for Priority Support Clients.
• Ensure prompt, effective resolution of high-priority tickets while maintaining excellent communication with stakeholders.
• Proactively monitor key account health and partner with Customer Success Managers (CSMs) and Product / Engineering on known issues.
• Monthly meetings with Priority Support Accounts to ensure their success and meet KPI / SLA requirements.
• Stay informed on new feature releases and how they might impact your client's processes.

Process Improvement & Quality Assurance

Cross-Functional Collaboration

About You

You've been there, done that, and have a bias for action and results. You know that building extraordinary foundations and positive relationships is the key to driving engagement and ensuring the strategic pieces of work land with positive impact. But you also bring :

Perks!

What You Can Expect

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.

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.

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.

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!

If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!