Product Training Specialist

The Product Training Specialist plays a crucial role in ensuring customer satisfaction by providing exceptional technical support and guidance to both new and existing customers. This position is responsible for driving product adoption, troubleshooting technical issues, and delivering training to merchants, banks, and sales representatives. By facilitating smooth product implementation and daily usage, the Product Training Specialist contributes to Celero Commerce’s reputation for excellence and ongoing business growth.

Key Responsibilities

• Conduct daily calls with merchants, banks, and sales representatives to demonstrate Celero’s advanced payment POS solutions, including Clover POS, while addressing a range of inquiries.


• Ensure a high level of satisfaction for both merchants and partners, delivering an outstanding customer experience throughout the payment process.


• Provide engaging, informative demonstrations of payment systems for new and prospective clients.


• Maintain professionalism and composure while assisting merchants and partners via phone or support tickets, delivering clear and courteous technical support.


• Adhere to Service Level Agreements (SLAs) for all support tickets related to advanced payment POS solutions.


• Collaborate with Account Executives to gather essential details for resolving merchant issues efficiently.


• Work closely with support teams to address Clover-related tickets that require intervention from Relationship Services or Partner Support.


• Escalate and resolve known issues in partnership with Fiserv on behalf of sales partners.


• Support the sales team by providing ongoing training on advanced payment POS solutions to enhance product knowledge and sales effectiveness.


• Assist in developing standardized processes for product demonstrations and merchant installations, contributing to the onboarding and training of new team members.


• Implement maintenance policies for advanced payment POS solutions, ensuring sales partners follow best practices (e.g., menu buildouts, support protocols).


• Create and distribute communications regarding upcoming updates and product releases to sales partners.


• Perform other duties as assigned.
   

Experience & Qualifications

• 2–4 years of experience in a technical support role, preferably with a SaaS product.


• Experience supporting mobile applications.


• Experience supporting point of sale systems, particularly Clover systems. 


• Strong written and verbal communication skills, with the ability to provide prompt, concise, and accurate responses to customers and coworkers.


• Ability to navigate complex systems and environments to efficiently address customer inquiries.


• Strong technical troubleshooting abilities.


• Excellent organizational skills and a proactive approach to task completion.


• Ability to manage high call volumes effectively.


• Experience in handling and de-escalating customer concerns.


• Detail-oriented with a goal-driven mindset, consistently achieving and exceeding performance metrics.


• Ability to work collaboratively in a team environment.


• Strong leadership skills with a proactive, problem-solving mindset.


• Comfortable navigating ambiguity and exploring innovative solutions to drive business impact.

Reports to: SVP, Revenue and Sales Solutions

Start date: Immediate

Salary: $55,000-$65,000

Employment type: Full-time; Non-Exempt

Benefits: We provide a comprehensive benefits package including health insurance, dental, vision, life insurance, identify theft protection, paid time off, and 401k (4% match)

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.

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