Technical Support Specialist - Hamburg, Germany

at  ROLLER

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 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!

WHAT YOU CAN EXPECT

• INITIAL 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.
• 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 feel right, we’ll conduct reference checks and you’ll receive an offer to join!

ABOUT THE ROLE

We 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 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 2 days being on a weekend.

WHAT YOU’LL DO

• You will be the first point of contact for our customers - answer incoming calls, responding to tickets and engaging 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 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 ensuring consistency with the global team
• Deliver excellent customer service at all timesWork closely with our AWESOME team to ensure our customers have remarkable experiences