L1 Support Engineer

Join CellPoint Digital: Shape the Future of Payments with Us!

At CellPoint Digital, we’re revolutionizing the way businesses in the air, travel, and hospitality sectors manage their payments.

Our leading payment orchestration platform helps some of the world’s leading brands make payments simpler, smarter and profitable- from improving payment experiences and maximizing approval rates, to reducing costs and unlocking new opportunities.

But technology is only part of the story. It’s our people who make the difference.

We’re a global team of innovators, problem-solvers and ambitious professionals who care about the work we do and the impact we have. We work across borders, functions and cultures, bringing different perspectives together to solve complex problems and deliver meaningful results for our customers.

Join us as a L1 Support Engineer on our mission to turn payments into possibilities!

L1 Support Engineer

We are currently creating a dedicated Level 1 (L1) support function within our Client Support Delivery organization to enhance the efficiency of customer service and technical issue resolution.

The L1 Support Engineer will act as the frontline of customer interactions, responsible for solving basic issues, supporting the higher-level support teams, and improving overall customer satisfaction.

How You Will Make an Impact:

• Act as the first point of contact for our clients, resolving basic issues and escalating complex problems

• Continuously monitoring key system events in real-time, keeping a track of the system health, uptime and alerts triggered by any anomalies or irregularities in the payment processing infrastructure

• Perform hourly monitoring of payment transactions to ensure smooth and uninterrupted processing, document all findings and for reporting and process improvement

• Liaise with the L2 team on escalated issues, providing detailed incident reports to facilitate a smooth handover and quick resolution

• Oversee and manage service requests, ensuring timely and effective responses

• Track progress and update stakeholders on the status of their requests

Skills you will have fine-tuned:

• Hands-on experience of 1 year up to 2 years in customer service

• Bachelor's degree in IT or a relevant field

• Basic knowledge of payment systems

• Good logical and analytical skills

• Experience working with MS-office, particularly Excel

• ITIL V3/V4 certification would be a plus

What's in it for you:

• We offer you the opportunity to be an innovator, challenge the status quo, and redefine the payments category

• Competitive salary in a fast-growing start-up

• Opportunity for personal and professional growth in a dynamic industry

• Medical insurance

Please note, we retain applicant data for 12 months for recruitment purposes and future opportunities, after which it is securely deleted. At CellPoint Digital we are committed to be globally compliant with robust data protection.