L1 - Support Analyst

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. With our Leading Payment Orchestration Platform, we're turning payments into a strategic advantage, helping clients optimize their payment experience to boost profits, maximize approvals, lower costs and take control of their payment, resulting in more money to the bottom line.

We believe payments should be a strategic asset, delivering financial, customer, and operational value. Our vision is to unify the payment ecosystem, opening up a world of opportunities for leading brands in the air, travel, and hospitality industries. We transform the payment supply chain from a cost centre into a profit engine, turning every transaction into an opportunity for growth and competitive advantage.

At our core, we're innovators and problem-solvers united by five key values: Mission First, Ownership, Trust & Transparency, Drive, and One Team. We're ambitious professionals who embrace accountability and transform payments together.

Our diverse community spans the globe, with hubs in Copenhagen, Dallas, Dubai, London, Miami, Pune, Buenos Aires, Bogota, Mexico and Singapore, along with remote team members worldwide. We celebrate the unique perspectives and experiences that make our team extraordinary.

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

L1 Support Analyst

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 an 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
• Willing to work in a 24x7 rotational shift

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
• You have excellent communication and relationship-building skills
• You are eager to bring your unique talents and authenticity to the CellPoint Digital Community
• You're constantly curious and a lifetime learner
• You enjoy leading and 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 approach challenges with a solution-oriented mindset
• 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
• Opportunity for personal and professional growth in a dynamic industry
• Work from anywhere in the world; we're a fully distributed company, and we provide the tools, culture, and support to make your work setup work for you

What makes CellPoint Digital a leader in the payment landscape isn't just our technology - it's our people and how we work together. We've built a global community where diverse talents and perspectives unite to create innovative solutions. When you join us, you become part of something bigger: a collaborative culture that crosses borders and disciplines, bringing out the best in every team member to deliver breakthrough results for our clients and partners.

Together, we are transforming the payments industry - challenging, supporting and inspiring one another in the process.