Payments Technical Support Specialist

ROLLER; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading software-as-a-service company in the UK seeks a Payments Technical Support Specialist to handle customer escalations and support processes. This role involves collaborating with various teams to deliver solutions, requiring over three years of experience in payment solutions or finance. The successful candidate will possess strong communication skills and a passion for improving customer success, making a significant impact within the organization.

Qualifications

• 3+ years of knowledge in payment solutions or finance industry products.
• Proven customer support experience with technical products.
• Strong work ethic focused on customer success.

Responsibilities

• Respond to Level 3 support escalations via the help desk.
• Assist teams in designing customer resources.
• Coordinate with internal teams to resolve client escalations.
• Develop and maintain documentation for Payments support.
• Provide input into payments strategy improvements.

Skills

In-depth knowledge of payment solutions

Advanced Excel skills

Customer support experience

Interpersonal and communication skills

Time management abilities

Job description

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

• 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.
• 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.
• 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!
• Offer
  If all lights are green and the fit feel right, we'll conduct reference checks and you'll receive an offer to join!

As set forth in ROLLER’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.