Associate Support Engineer: Onboarding

About Cellulant:

Cellulant ) is Africa's leading payments company, providing seamless, secure and innovative solutions that empower businesses, banks, and global brands to thrive in a fast-changing global economy.

With a presence in over 24 countries and 200+ payment methods across cards, bank transfer and mobile money, our single API payment platform, Tingg, simplifies collections, disbursements, and reconciliations. It processes over 1 million transactions daily for market leaders in various sectors, such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, and Remittances.

By simplifying how people pay and get paid, we drive trust, commerce and scale – and connect companies to their ambitions.

Our Story:

Across Africa, payments are more than transactions. They are gateways to prosperity, connecting people, businesses and communities to opportunities and growth.

From enabling a logistics company in Lusaka to pay suppliers across borders, to enabling a hospitality brand in Lagos to scale effortlessly, to supporting an airline in Nairobi to reconcile payments from multiple platforms, Cellulant is the bridge that makes it all possible.

Through trusted technology and customer-centric innovation, we build connections that inspire progress, strengthen economies and transform payments into a tool for progress.

Since our founding in 2003, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses. We are driven by an unshakable belief that seamless people-centred payments are the key to unlocking prosperity.

Today, Cellulant powers online and offline payment processing, allowing businesses to collect payments, send payouts, and accelerate business growth.

Our Mission:

To deliver seamless, secure and innovative payment solutions for businesses.

Our Vision:

To create a connected world where businesses move money as easily as they share ideas.

Role Overview:

The Associate Support Engineer – Onboarding plays a vital role in ensuring the seamless and timely integration of new customers and partners into Cellulant's products and services. You will work closely with the Customer Success and Product teams to facilitate the onboarding process, providing technical support, ensuring proper configuration, and ensuring that customers have a smooth experience as they begin using our solutions. This role is ideal for a detail-oriented technical professional who excels in troubleshooting, problem-solving, and working cross-functionally to improve customer onboarding processes. You will be responsible for assisting customers with technical setup, addressing integration challenges, and ensuring that the customer's technical needs are met efficiently.

Key Responsibilities:
1. Onboarding Support & Integration:

• Assist customers with the technical setup and integration of Cellulant's products and services, ensuring that all necessary configurations are in place for a seamless customer experience.
• Work closely with Customer Success, Product, and Engineering teams to ensure that onboarding activities are aligned with customer needs and technical requirements.

2. Troubleshooting & Issue Resolution:

• Provide technical support to customers during the onboarding process, resolving any integration issues, technical glitches, or configuration challenges they may encounter.
• Serve as a point of escalation for 1st-level technical issues and work to resolve them within the established Service Level Agreements (SLAs).

3. Customer Training & Guidance:

• Guide customers through the technical aspects of the onboarding process, ensuring they understand how to effectively use our products and services to meet their goals.
• Provide training and documentation to customers to help them maximize the value of their integrations and use of Cellulant solutions.

4. Collaboration & Process Improvement:

• Work closely with cross-functional teams, including Customer Success, Engineering, and Product, to continuously improve the onboarding process.
• Provide feedback on common challenges faced by customers during onboarding to help refine and streamline processes.

5. Performance Tracking & Reporting:

• Track onboarding progress and key performance metrics, ensuring that onboarding goals are met on time.
• Document onboarding activities and report on common trends or areas for improvement to the wider team.

Skills & Qualifications:

• 1-2 years of experience in technical support, onboarding, or a related field, ideally within a tech, fintech, or SaaS environment.
• Strong technical aptitude with knowledge of APIs, integration processes, and configuration in a technical environment.
• Familiarity with troubleshooting and resolving technical issues during customer integration and onboarding.
• Excellent problem-solving skills, with the ability to handle technical challenges in a fast-paced environment.
• Strong communication skills, with the ability to explain complex technical concepts to non-technical customers.
• Ability to collaborate cross-functionally with different teams to drive customer success.

Preferred Attributes:

• Experience with SQL, APIs, or other integration technologies.
• Exposure to onboarding platforms or tools that assist in managing customer integrations and setups.
• Familiarity with cloud technologies, payment systems, or financial solutions.
• Strong attention to detail, with the ability to manage multiple onboarding processes simultaneously.

What Success Looks Like:

• Successful integration of customers into Cellulant's products, with minimal technical issues and challenges during the onboarding process.
• Strong collaboration with internal teams, leading to improvements in the onboarding process and customer satisfaction.
• Efficient troubleshooting and issue resolution, ensuring customers experience smooth and seamless onboarding.
• Continuous feedback and process improvements based on customer and internal team experiences, ensuring an enhanced onboarding experience.

Why Work for Us?

At Cellulant, we are more than a payments company: we are bridge-builders. We believe that by simplifying the way people pay and get paid, we are connecting companies to their ambitions, people to opportunities, and Africa to the global economy. Our work goes beyond payments—it's about what people, businesses, and communities can do when the movement of money becomes more dependable, seamless, and secure.

Some exciting things about us...

• We have an extensive footprint: We have an office presence in 10 countries, and our products serve 24 countries across Africa, with a global workforce of about 300 employees.
• We believe innovation is at the heart of Fintech: Thousands of market leaders and top enterprises trust our technology to power their payments. Our customers are in various sectors, including financial services, travel and hospitality, telecom, e-commerce, remittance companies, SaaS, and the gig economy.
• We support a diverse and inclusive workforce: We focus on the growth and development of our employees through well-developed, individualised career paths, ensuring you reach your full potential in a supportive and delivery-oriented environment.
• We put our employees first: We offer market-related compensation, generous personal time off, and medical and life insurance benefits (markets permitting).
• We seek collaborative builders: At Cellulant, we believe that great ideas happen when we come together. Therefore, we nurture a collaborative work environment that challenges, engages, and empowers each person to contribute to the growth and success of the business.
• We solve Africa's digital economy: We're solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.

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