Analyst I, Merchant Product Support

The role

This person will respond to customer questions and issues via email, phone, or chat. They will work with Engineering and Product teams to resolve issues and document troubleshooting activity.

What you will do

• Respond to customer questions and issues via email, phone or chat
• Work with Engineering and Product teams to escalate and resolve issues
• Prioritise and manage cases
• Document troubleshooting activity in a case management system
• Build technical domain expertise for Checkout products
• Create help articles for the internal knowledgebase
• Manage time effectively as workload and priorities change
• Proactively identify where an issue may require additional help or escalation
• Understand and adopt processes and give ideas for improvement
• Demonstrate Checkout's values and be a team player

Required qualifications

• 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.)
• 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
• Fluent in Mandarin (Written and Spoken)
• Education and learning in internet technologies or equivalent
• 2+ years of experience in a technical support role or equivalent

Nice to have

• Payments experience a plus

About the company

Checkout.com enables over 10 billion transactions yearly for more than one billion global shoppers. The company has 20 offices across six continents with London as HQ.