Analyst , Merchant Care(Product Technical Support)

Shanghai
Permanent
Full-time

1 month ago

Company DescriptionWe’re Checkout.com – you might not know our name, but companies like eBay, ASOS, Klarna, Uber Eats, and Sony do. That moment when you check out online? We make it happen.Checkout.com is where the world checks out. Our global network powers billions of transactions every year, making money move without making a fuss. We spent years perfecting a service most people will never notice. Because when digital payments just work, businesses grow, customers stay, and no one stops to think about why.With 19 offices spanning six continents, we feel at home everywhere – but London is our HQ. Wherever our people work their magic, they’re fast-moving, performance-obsessed, and driven by being better every day. Ideal. Because a role here isn’t just another job; it’s a career-defining opportunity to build the future of fintech.Job DescriptionWhat your responsibilities will be:

Use the right methods, tools, technical skills and product domain expertise, to respond to questions and issues raised by customers with care, accuracy, patience and empathy across different channels such as email, phone or chat.
Work with Engineering and Product teams where necessary to escalate and resolve issues.
Prioritise and manage cases, documenting troubleshooting activity in a case management system.
Build technical domain expertise for Checkout products and operate as part of a diverse and international team.
Document your knowledge for the team by creating help articles for our internal knowledgebase.
Manage your time effectively as workload and priorities change through the day.
Proactively identify where an issue may require additional help or escalation.
Gain a deep understanding of Checkout’s products and processes by attending training, self-paced learning and practising and investigating things for yourself.
Build technical domain expertise.
Understand and adopt processes and give ideas where these could be improved.
Demonstrate Checkout’s values and be a team player.

QualificationsWhat you will need to be successful (skills and competencies)

Demonstrable experience using technical skills to solve problems for customers in a support, solution engineering or similar role.
Ability to troubleshoot and solve issues using knowledge of internet technologies and technical processes ( SQL, HTML, SDKs, Scripting etc.).
You take pride in the quality of your work.
High emotional intelligence and curiosity.
Brilliant communication.
Flexibility to work on a rota covering some weekend days.
Fast learner, dependable and full of integrity.
Ability to focus in a busy environment.
Brilliant communication skills.
Enthusiasm, energy and positivity.

Experience you will bring to the role

Education and learning in internet technologies or equivalent.
2+ years of experience in a technical support role or equivalent.
Payments experience a plus.

Bring all of you to workWe create the conditions for high performers to thrive – through real ownership, fewer blockers, and work that makes a difference from day one.Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity – and where your growth is in your hands.We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.Life at Checkout.comWe understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.Curious about what it’s like to be part of our team? Visit our to learn more about our culture, open roles, and what drives us.For a closer look at daily life at Checkout.com, follow us on and

Checkout.com

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