Customer Success/Tech Support (remote in APAC timezone)

We are currently looking for an passionate Customer Success/Technical Support person to join our growing team global. You will be responsible for providing level 1 technical product support to our clients across the APAC region with a global team of remote customer success professionals.

Please note: This role is a remote position, hence your physical location does not matter as long as you can be online during the core APAC timezone hours. This is a 4 day a week role, with one of the working days to be across the weekend.

What will your day to day activities be?

  • You will be the first point of contact for our clients - Answer incoming calls, tickets (Zendesk) some emails
  • Consult with clients to provide information about our products and platform builds
  • Be the support Ninja within the Global Customer Success
  • Learn our platform inside out, and be hands-on with 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 ensure consistency with the global team
  • Deliver excellent customer service at all times
  • Work closely with our AWESOME team to ensure our clients have remarkable experiences!


About ROLLER

Our mission is to help attraction and leisure businesses grow and deliver amazing guest experiences, through the use of technology.

Our platform is a cloud based booking and business management solution used by hundreds of venues and millions of guests in more than 20 countries. We provide point-of-sale, self service kiosk, online checkouts, mobile apps and a variety of business management tools to enable theme parks, water parks, museums, trampoline parks, climbing centres and many other exciting businesses to manage their bookings, payments, ticketing, capacity and guest experience.

We are a team of people that are always motivated and inspired by the positive impacts we bring to our customers and our industry.

Prior to COVID-19, ROLLER was headquartered in Melbourne, Australia with regional offices in London, Los Angeles and Nashville, however we've embraced this opportunity to transition to a flexible 100% remote working structure. Having fun is at the core of both our mission and culture which is cornerstone of ROLLER's success - we have regular events, social sessions and a full employee assistance program to actively support our teams health and wellbeing.

Find out more about ROLLER.

Requirements

We're looking for people that are curious and thrive on being involved, self-motivated with strong interpersonal skills! You will love learning new things and encourage others to learn and share.

Essential skills/experience:

  • 2+ years Account Management and/or Project Management experience, delivering customer-focused solutions
  • highly organised self starter with a strong attention to detail, exceptional communication and time management skills
  • calm, mature and can-do personality that's comfortable in a fast-paced, start-up environment
  • tech-savvy that can demonstrate an ability to learn new tools/systems very quickly
  • fluent in English

Bonus skills/experience:

  • past working experience in leisure, SaaS or technology-based businesses
  • hands on knowledge of e-commerce platforms and/or POS
  • understanding of API's
  • a second language

Benefits

  • Flexible hours, remote working and supportive environment
  • WFH allowance to cover your internet & phone
  • Work with a driven, fun and switched on team
  • Work on an exciting platform [in a fun, high growth industry] that clients love - check our Capterra and G2 reviews
  • We work hard but play hard, we are a very social bunch!
  • We’re growing fast - Deloitte Tech Fast 50 2019
  • Genuine career growth opportunities as we continue to expand.

We are dedicated to creating an exceptional, flexible employee experience for all team members and offer a culture where you can be yourself. We don’t want you to simply ‘fit’ into our already established culture, we want you to come and add to it, and make it even better. But don't take our word for it - check out our Glassdoor reviews.

The opportunities to share this success are limitless, the conversations are genuine, customer impact is meaningful and we have fun along the way. What are you waiting for?

Customer Success/Tech Support (remote in APAC timezone)

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