Associate Support Engineer: Onboarding at Cellulant

Cellulant is a pioneering B2B payments technology company based in Africa that powers payment processing for thousands of businesses. Through a single, simple connection, our payment platform - Tingg - enables businesses to disburse funds and manage their offline or online collections while allowing their customers to pay via mobile money, local and international cards or direct bank payments.

With local acquiring in over 30 markets and supporting 300+ payment methods, Cellulant processes over 240 million transactions annually for market leaders in various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail and Remittances.

OUR STORY

Since our founding in 2003, Cellulant has evolved from a digital content provider into a leading payments platform with a presence in 35 African countries. For more than 20 years, we've built a robust network that integrates multiple payment methods, addressing the unique challenges of Africa’s diverse payment landscape.

We began selling ringtones as a digital content business and quickly realised the need for a more streamlined way to manage payments. This realisation led us to develop a platform that initially allowed customers to check their bank balances and eventually evolved into a comprehensive payment solution. Our journey has seen us partner with more than 1000 businesses, including some of the largest banks and mobile money providers on the continent.

Throughout the years, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses and consumers alike. Today, Cellulant powers online and offline payment processing allowing businesses to collect payments, send payouts, and accelerate business growth. We’re the payment fabric that makes interoperability possible and stitches Africa together for the global economy.

OUR VISION:

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

Read more about us and our leadership team .

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.

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.

• 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.

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