SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Checkout.com is a global fintech platform powering over 10 billion transactions yearly for more than one billion shoppers worldwide. The company operates 20 offices across six continents and serves major brands including eBay, Spotify, Klarna, Uber, and Sony.
As an Analyst I in Merchant Product Support, you will be the frontline technical support specialist for Checkout's merchant customers. Your responsibilities include responding to customer questions and issues across multiple channels (email, phone, chat) with technical accuracy, patience, and empathy. You will troubleshoot complex payment and integration issues, escalate problems to Engineering and Product teams when necessary, and manage cases through the company's case management system.
You will build deep technical domain expertise in Checkout's products and payment systems. This includes attending training, self-directed learning, and hands-on investigation of technical issues. You'll document your knowledge by creating help articles for the internal knowledgebase, contributing to team learning and process improvement. The role requires managing shifting priorities and workloads throughout the day while maintaining high-quality work standards.
As part of a diverse, international team, you'll demonstrate Checkout's values of conviction, curiosity, and impact. You'll work in a hybrid model with three days per week in the Shanghai office to support collaboration and team connection.
REQUIREMENTS:
- 2+ years of experience in a technical support role or equivalent
- 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.)
- Fluent in Mandarin (written and spoken) — required for Shanghai location
- Education and learning in internet technologies or equivalent
- High emotional intelligence and curiosity
- Excellent communication skills
- Fast learner, dependable, and full of integrity
- Ability to focus in a busy environment
- Flexibility to work on a rota covering some weekend days
- Payments experience is a plus
