The Customer Success Technician at SONA plays an important role in supporting our continued growth as a leader in the payment processing industry. This position works closely with both customers and our internal service team to ensure merchants are confident using their solutions and receive timely support when technical issues arise.

In this role, you will help customers understand and effectively use their payment technology while troubleshooting and resolving any challenges they encounter. The ideal candidate is detail-oriented, adaptable, and comfortable working both independently and collaboratively in a dynamic environment. Strong communication skills are essential, as you will regularly connect with customers, both in person and remotely to deliver a high level of service and ensure a positive experience.

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

• Communicate regularly with our customers via phone and email

• Spreadsheet management

• Completing 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

• Tech-comfortable and adaptable. We use multiple systems hosted by external partners, each with its own nuances, along with our internal platforms. You should be confident navigating different tools and willing to quickly get up to speed on new ones.

• Detail-driven. We handle a high volume of paperwork with important small details — accuracy matters.

• Collaborative team player. We work closely together, so strong communication and a team-first mindset are essential.

• Efficient and organized. You manage your workload thoughtfully and keep things moving without sacrificing quality.

• Resourceful. We encourage problem-solving — leverage the tools and documentation available before escalating questions. (Questions are always welcome, but initiative is valued.)

• Proficient in Microsoft Office

• Comfortable with variety. You enjoy a role where no two days look exactly the same.

• Quick thinker. You can adapt in the moment and respond confidently to changing priorities.

• Eager to learn. You’re open to feedback and continuously building your knowledge.

• Flexible and adaptable. You thrive in a dynamic environment.

• Valid Class 5 Nova Scotia Driver’s License required.

• Access to a personal vehicle with a clear driver’s abstract required.

**Reports to:**Customer Success Manager

Compensation:$40,000-$45,000

Location: Halifax, NS

**Hours:**Onsite, Monday-Friday, 9am-5pm

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.