About the role
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-service 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 300+ 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 Technical Support Specialist fluent in French and English 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 EMEA 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. What You’ll Do You will be the first point of contact for our customers - answer incoming calls, respond to tickets and engage 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 POS and payment 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 About You You must have 1-2 years of experience working in a similar role within a SaaS or POS payments business Must be a fluent C1 French and C1 English speaker Formal IT
