Technical Writer (Contract) - Melbourne or San Francisco

Technical Writer
(POS, SaaS)

About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - just to name a few!

At the heart of ROLLER is our team - which consists of 100+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey!
About the Role

We are seeking a passionate Technical Writer to aid our global Support team and Learning Experience teams. Bringing previous experience working with Point Of Sale (POS) Payments or within a SaaS company, you will be responsible for improving and creating technical content on our help center for our customers. 

As you will be working within a global team of all remote workers, you will be able to manage your time, follow agreed upon processes and ensure you regularly communicate with the wider team.

What You’ll Do

• Draft How to and Technical Troubleshooting content for our Help Center
• Work with our Support team to understand the problems that customers are facing a
• Develop resolution guides for efficient problem-solving and how-to articles on the ROLLER Help Center
• Work closely with our AWESOME team to ensure our customers have remarkable experiences
• Convert complex technical concepts into clear, concise, and user-friendly documentation.
  

About You

• You must have 2 years of experience working in a similar role within a SaaS or POS Payments business, preferably 1 - 2 years experience with the Roller Platform
• Whilst the role is remote, if you do live in Melbourne, Australia we ask that you come to the office 2 days a week and/or comfortable working that timezone
• Formal IT qualifications, bonus if you have a bachelor’s degree in a related field
• Experience using ticketing systems - we Zendesk and Salesforce Service Cloud
• Troubleshooting experience working with payments systems as well as API’s
• 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
• Excellent customer service skills; demonstrated experience is a must!
• High level of organizational skills and time management skills
• Strong attention to detail

This is a 6-month contract role, ideally based in Melbourne, Australia, or San Francisco, California.

California: Targeted salary range is $100,000 USD. 

Perks!

• You get to work on a category-leading product that customers love in a fun, high-growth industry- check our Capterra and G2 reviews.
• We offer a work from home allowance to set your new workspace up!
• 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!