Analyst I, Merchant Product Support

Location: Shanghai Workplace: Hybrid Company Description We’re http://checkout.comCheckout.com http://Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day. We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers. Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale. If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact. With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started. What 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. Qualifications What 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. - Fluent in Mandarin (Written and Spoken) - 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. Additional Information Bring all of you to work We 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.com http://Checkout.com We 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 Careers Page https://www.checkout.com/careers to learn more about our culture, open roles, and what drives us. For a closer look at daily life at Checkout.com http://Checkout.com, follow us on LinkedIn https://www.linkedin.com/company/checkout/life/ and Instagram https://www.instagram.com/checkout_com/