Customer Success Technician

SONA powered by Celero Commerce is seeking a strategic and results-driven **Customer Success Technician**. The Customer Success Technician will be responsible for working 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 that they may have.

**Responsibilities**
- Troubleshoot technical difficulties that are brought forward to us by our customers
- Utilize CRM to maintain records.
- Resolve tickets and issues using defined SLA times
- Spreadsheet management
- Complete other administrative projects in a timely manner, as needed
- Comfortable with repetitive and other administrative tasks
- 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
- Assist customers in completing PCI compliance surveys

**Experience & 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

**Additional Requirements**
- Read, speak, and write English
- Interact with partners, clients and team members in a positive, productive, and respectful manner
- Demonstrate ability to work independently and as a member of a team
- Work to advance the interests of the company at all times
- Pursue excellence at all times
- Strong and appropriate communications skills, both written and verbal
- Self-starter who can work through time-sensitive challenges while providing insights for enhanced efficiency
- Ability to remain nimble and adjust with mínimal resistance to unanticipated changes, often on short notice
- Comfortable working under and meeting tight deadlines in a fast-paced and highly collaborative environment
- Ability to remain calm under pressure but also maintain a sense of urgency when appropriate
- Team-player attitude
- Strong decision-making skills, sense of professionalism, and work ethic
- Demonstrate dependability, reliability, and responsibility
- Maintain confidential information
- Celero Commerce provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training._
- Please Note: Celero Commerce participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization._