Job Description

Join the CellPoint Digital Community

Named Top Fintech of 2022 by •CIOReview •

Overview



CellPoint Digital is on a mission to make payments a strategic advantage for businesses.



We are the global leader in payment orchestration, with innovative solutions that help clients like Virgin Atlantic take the right payment, at the right time, from customers in every local market - all in real-time to optimize their payment revenue. We simplify the complexity of 28+ card schemes (think MasterCard, Visa, American Express), 168+ alternative payment methods (think ApplePay, PayPal, Alipay), and 220+ processors (think Worldpay, Elavon, Union Pay) with a platform that combines the best of them all with intelligent routing that drives dramatic success and revenue savings for our clients.



We are a rapidly growing company driven by a talented team with diverse experiences and unique insights. Our community stretches across the globe with offices in Copenhagen, Dallas, Dubai, London, Miami, Pune, and Singapore and remote-based colleagues everywhere in between.



Our inclusive, collaborative culture sets us apart and makes CellPoint Digital a truly special place to join and apply your talent. We believe in the power of community, in bringing out the best in one another, in working cross-functionally and across borders to create something extraordinary for our clients and our partners.



We want teammates who will rally around our mission and around each other - with a steadfast commitment to consistently demonstrating heart and hustle, enthusiasm and excellence, ingenuity, and integrity.



You would be joining our community as Application Support Engineer- B2B, L2 Support to help us accomplish something extraordinary as we transform the payments industry.



Product Support Engineer (B2B, L2 Support)



We are currently looking for full-time Application Support Engineers with preferred experience in payment-tech for our Pune, India location. In this role, you will be supporting our Leading Payment Orchestration Platform worldwide for our B2B merchants.



You are proactive and passionate in delivering exceptional customer service. You should possess extensive experience in application support in a fast-paced environment with an eye for details, excellent problem solving and analytical skills.



This role requires knowledge of Incident, Event, Problem and Change management lifecycle using ITIL best practices and company standards.

How You Will Make an Impact:


• Maintain relationships with our merchants whilst delivering outstanding customer service working in rotational 9-hour shifts, 24x7
• Ensure that customer support calls are categorized, prioritized, assigned, logged and resolved in a professional manner
• Analyze the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
• Work towards SLAs to resolve queries and incidents, providing excellent customer service to the organization
• Allocate calls to the relevant resolver group, initiate escalation procedures and manage incidents
• Understand and operate the escalation process
• Manage and safeguard the confidentiality, integrity and availability of company and customer information
• Ensure compliance with organization policies, procedures and work instructions
• Produce statistics and management reports
• Proactively investigate ways to reduce common issues and publish self-help guides to assist the customer base
• Update and maintain Standard Operating Procedures
• Support customers via email/chat/phone in regions such as US/UK/LATAM/APAC




Skills you will have fine-tuned:


• Minimum 1-4 years' extensive application support experience in a B2B, L2 support function
• Proficiency in SQL, basic Unix, Log analysis, APIs & debugging application events.
• Working knowledge of tools such as Postman, Cloud consoles, JIRA Service Desk, and Confluence
• Experience in software quality testing
• Bachelor's degree in IT / Engineering
• 100% customer focus mentality
• Knowledge of the payment-tech domain is preferred
• You are eager to bring your unique talents and authenticity to the CellPoint Digital community
• You have excellent communication and relationship-building skills
• You approach challenges with a solution-oriented mindset
• You can work independently and take pride in delivering the best solutions
• You're constantly curious and a lifetime learner
• You enjoy supporting cross-functional initiatives and projects in a team where you are empowered and accountable
• You thrive in a fast-paced environment and the challenge of managing multiple projects simultaneously while prioritizing high-return work
• You are able to thrive in a 'remote first' arrangement with a distributed organization in multiple time zones



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
• Medical insurance with coverage for dependents (parents, spouse, children)
• Rewards & Recognition system
• Flexible hybrid work model; we're a fully distributed company, and we provide the tools, culture, and support to make your work setup work for you.




More About CellPoint Digital:


• Our roots are in innovating payment for the airline industry, but we are quickly transforming other verticals including gaming, e-commerce, and marketplaces.
• Our customers include some of the leading brands you know, including Virgin Atlantic, Southwest Airlines, Avianca, but also cutting-edge and emerging brands like MTCGame, a global e-commerce platform for video gamers - and Hoppa, a ground transportation service in the UK.
• We are recognized as a true innovator and were selected to be part of Plug and Play Tech Centre's Innovation Incubator and identified as the Top Fintech company for 2022 by CIOReview Magazine.
• Proud Member of the Merchant Risk Council, the leading global trade association for eCommerce fraud and payments professionals, as well as leading organizations within the airline industry including the International Air Transport Association (IATA), the Centre for Aviation (CAPA), and the Latin American and Caribbean Air Transport Association (ALTA)
• We believe in doing the right thing for our planet and have received CarbonNeutral certification from the Carbon Neutral Company, the global standard in helping companies achieve carbon neutrality by calculating a carbon footprint and reducing it to zero through a combination of in-house efficiency measures and external emission reduction project support.




•The company has raised $56 million in venture funding. Investors include Toscafund and Penta Capital.•