Payments Technical Support Specialist

ROLLER • Austin, TX

1d • Hybrid

About The Position

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 US! 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!

Requirements

• 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

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

Benefits

• You get to work on a category-leading product that customers love in a fun, high-growth industry- check our Capterra and G2 reviews.
• 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
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees