Associate Support Engineer - Onboarding at Cellulant Nigeria Limited

Cellulant is Africa’s no.1 company in the payments & transfers category - FIntech Awards 2016. We are a PPISP (Payment Platform Infrastructure Service Provider) regulated by the Central Bank of Nigeria (CBN) and insured by Nigerian Deposit Insurance Corporation (NDIC).

We are recruiting to fill the position below:

Job Title: Associate Support Engineer - Onboarding

Location: Lagos
Employment Type: Full-time

Job 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
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.

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).

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.

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.

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.

Qualifications & Skills 

• 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.

Application Closing Date
Not Specified.