Customer Success Technician

2 months ago

Bedford, Canada Sonapay Inc. Full time

**Us**

**We are Canada’s fastest growing ISO in the payments industry and we need to expand our head office staff to support our ever expanding operations. Here at SONA we have four core values - Customer Service, Credibility, Our People and Relationships. We have a reputation of honesty and transparency and our team lives and breathes these values.**

**You**

The Customer Success Technician Position at SONA will be a supporting role in our organization as we continue to grow as a leader in the Payment Processing Industry. At a high level, this individual will be responsible to work with our customers and within our service department to ensure our customers have a solid understanding of the solutions they use as well as troubleshoot and resolve technical difficulties they have. This individual will need to be detail oriented and comfortable working with or without supervision in a fluid business environment. They will also need to be comfortable reaching out to customers to help solve technical issues both in person and remotely while maintaining a high level of customer service.

**Responsibilities**:

- Troubleshoot technical difficulties that are brought forward to us by our customers
- Working with our CRM to maintain records.
- Resolve tickets and issues using defined SLA times
- Spreadsheet management
- Completing other administrative projects in a timely manner, as needed
- Visit customers on site to help with set up of Devices
- Train and educate our customers on the safety and function of our solutions
- Attend training both internally and with our partners.
- Take personal accountability for issue resolution and get actively involved where and when needed
- Balance priorities of multiple customers
- Provide periodic, comprehensive reports to customers
- Serve as a conduit for new customer acquisition into the customer support model
- Lead customer relationships with a proactive focus on retention

**Requirements**:

- Must be tech savvy - we use several systems which are hosted by external partners, this means they are all different and have their own nuances. We also have our own systems which you must familiarize yourself with thoroughly.
- Attention to detail is essential - we process a lot of paperwork with many small details.
- Can work as part of a team - working well together is key. Effective communication is a must.
- Efficient manner of work.
- Resourcefulness - look for information in the resources which are available to you before asking the question. Questions are always welcome, but finding information which is already available is more efficient.
- Experience with Microsoft Office and G-suite.
- Enjoy a varied workload.
- Ability to think on your feet.
- Ability to learn.
- Flexible.
- Class 5 Nova Scotia Driver License
- Access to Personal Vehicle with Clear Drivers Abstract

Nice to haves

Technical Background

Experience with spreadsheets

Public speaking

Phone experience

Community involvement

Education and experience
- Diploma/Degree in a relevant field or 2-3 years experience in a similar role.

**Salary**: $40,000.00-$43,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Bedford, NS: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- Customer service: 3 years (preferred)

Work Location: In person

Application deadline: 2023-06-02

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