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ROLLER · 1 week ago

Payments Technical Support Specialist

Austin, Texas

Full-time

Hybrid

Mid Level

3+ years exp

ROLLER is a global software-as-a-service company focused on enhancing the leisure and attractions industry. They are seeking a Payments Technical Support Specialist to manage support escalations, assist customer teams, develop documentation, and contribute to the overall payments strategy.

Amusement Park and ArcadeHospitalityLeisurePoint of SaleSoftwareTicketing

Growth Opportunities

Responsibilities

Respond to all Level 3 support escalations via our help desk

Assist customer teams design and implement resources to help customers and internal teams understand payments

Communicate with clients and manage escalations around funding and transaction exceptions

Develop & maintain a level of expertise regarding ROLLER’s operations process as well as technical & software capabilities

Coordinate with internal support, implementation, customer success, account management and sales teams to ensure client escalations are resolved

Develop and deliver all processes and documentation relating to Payments support

Provide key input into overall payments strategy, raising key improvements and investment required to improve ROLLER payment operations and efficiency

Qualification

Payment solutions expertiseSaaS experienceData analytics skillsTechnical support experienceInterpersonal skillsTime managementCustomer success focusSelf-starter

Required

At least 3+ years of in-depth knowledge of payment solutions and/or finance industry products and systems

Advanced Excel and/or data analytics skills

Prior SaaS Experience working in customer support with technical products

Outstanding interpersonal, influencing, verbal, and written communication skills

Proven experience in defining and achieving innovations and improvements to support systems

You bring a strong work ethic with superior time management abilities

You are someone who obsesses over customer success with a passion for customers and business

You are a self-starter and navigate blockers with initiative

Benefits

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)

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 wellbeing - access to coaching, education modules, weekly webinars, and more.

16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers

Highly flexible work environment with an All Access pass to WeWork depending on your location

Individual learning & development budget plus genuine career growth opportunities as we continue to expand!