remote

Technical Support Specialist - ROLLER

Software Engineer

Successful applicants will be required to complete a background check (including criminal history) prior to the commencement of employment.

About the role

What You’ll Do

You will be the first point of contact for our customers - answer incoming calls, respond to tickets and engage customers via email
Consult with customers to provide information about our products and platform builds
Learn our platform inside out, and be hands-on with the platform configuration
Be hands-on with troubleshooting technical hardware issues that occur with POS and payment terminals
Document, submit and track platform bugs until they are resolved (we use JIRA!)
Various administrative duties, including market research, internal processes and ensuring consistency with the global team
Deliver excellent customer service at all times
Work closely with our AWESOME team to ensure our customers have remarkable experiences

About You

You must have 1-2 years of experience working in a similar role within a SaaS or POS payments business
Must be a fluent C1 French and C1 English speaker
Formal IT qualifications; a bonus if you have a bachelor’s degree in a related field
Experience using ticketing systems - Salesforce Service Cloud
Extra points if you bring troubleshooting experience working with payment systems as well as APIs
Strong written & verbal communication skills
You will be very tech-savvy and able to pick up new tools very quickly
Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment
You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow
Great customer service skills; demonstrated experience is a must!
High level of organizational skills and time management skills
Strong attention to detail
You reside in Heredia, Costa Rica

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 our Hiring Manager You will get to meet with our Hiring Manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
Technical Support Assessment You’ll complete a technical assessment that will be reviewed by the hiring manager.
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 feels right, we’ll conduct reference checks and you'll receive an offer to join!

Successful applicants will be required to complete a background check (including criminal history) prior to the commencement of employment.

About the role

What You’ll Do

You will be the first point of contact for our customers - answer incoming calls, respond to tickets and engage customers via email
Consult with customers to provide information about our products and platform builds
Learn our platform inside out, and be hands-on with the platform configuration
Be hands-on with troubleshooting technical hardware issues that occur with POS and payment terminals
Document, submit and track platform bugs until they are resolved (we use JIRA!)
Various administrative duties, including market research, internal processes and ensuring consistency with the global team
Deliver excellent customer service at all times
Work closely with our AWESOME team to ensure our customers have remarkable experiences

About You

You must have 1-2 years of experience working in a similar role within a SaaS or POS payments business
Must be a fluent C1 French and C1 English speaker
Formal IT qualifications; a bonus if you have a bachelor’s degree in a related field
Experience using ticketing systems - Salesforce Service Cloud
Extra points if you bring troubleshooting experience working with payment systems as well as APIs
Strong written & verbal communication skills
You will be very tech-savvy and able to pick up new tools very quickly
Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment
You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow
Great customer service skills; demonstrated experience is a must!
High level of organizational skills and time management skills
Strong attention to detail
You reside in Heredia, Costa Rica

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 our Hiring Manager You will get to meet with our Hiring Manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
Technical Support Assessment You’ll complete a technical assessment that will be reviewed by the hiring manager.
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 feels right, we’ll conduct reference checks and you'll receive an offer to join!

Successful applicants will be required to complete a background check (including criminal history) prior to the commencement of employment.