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Payments Technical Support Specialist

London, United Kingdom

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships and digital waiver processes.

But here's the best part: our team. We're a group of 300+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.

We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard, and let's create some unforgettable experiences together at ROLLER!

 

About the Role

We are on the hunt for a highly organized and collaborative technical expert to join us as our new Payments Technical Support Specialist in the UK! You will be instrumental in developing and maintaining processes for support escalations, delivering solutions to the most complex customer problems, be an escalation point for queries and assist the customer success teams and create documentation and learning materials to our financial serviced products.

 

Why Should You Apply

You’ll be heralded for your ability to solve customer problems, you’ll be constantly challenged by new and emerging problems and you’ll be instrumental in designing updates, materials and solutions for customers.

It’s an opportunity to make the role your own and really advance your career in payments or develop a payments specialization. You’ll get to apply and learn knowledge of global payment solutions coupled with SaaS/Fin-Tech experience to make a significant impact at ROLLER!

 

What You’ll Do

  • 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

About You

You’ve been there, done that and have a bias for action and results. You’re a mentor who  supports customer success members in responding to  technical requests and bring organizational abilities to ensure we solve problems once.  

 

You’ll also bring:

  • 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

 

What You Can Expect

  1. Initial call with our Talent Acquisition Manager
    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.
  2. Interview with the Hiring Manager
    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.
  3. Loop Interviews
    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!
  4. Offer
    If all lights are green and the fit feel right, we'll conduct reference checks and you'll receive an offer to join!

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