Checkout.com - Analyst 1, Merchant Care
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Requirements
• 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. • What you will need to be successful (skills and competencies) • 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. • Fluent in Mandarin (Written and Spoken) • Enthusiasm, energy and positivity. • 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 • 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 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 LinkedIn and Instagram
Responsibilities
• 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. • 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.
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