Analyst II, Customer Support
Checkout.com, Mauritius

We're Checkout.com
Checkout.comis one of the most exciting and valuable fintechs in the world, with our Series D taking our valuation to $40 billion. Our mission is to enable businesses and their communities to thrive in the digital economy. We’re the strategic payments partner for some of the best known fast-moving brands globally such as Patreon, Binance, SHEIN, Grab, Henkel, Wise, Sony Electronics and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it's not just what we build that makes us different. It's how.
We empower passionate problem-solvers to collaborate, innovate and do their best work. That’s why we’re number 9 on the Forbes Cloud 100 list and on Glassdoor’s list of Top 10 fintechs to work for. And we’re just getting started. We’re building diverse and inclusive teams around the world because that’s how we create even better experiences for our merchants and our partners. And we need your help. So, join us to build tomorrow, today.
Analyst II, Customer Support at Checkout.com:
Does the challenge of tackling to serve millions of users globally with the most forward-thinking online payment solution appealing to you?
Checkout.com is actively looking for a hands-on and highly driven Analyst II, Customer Support responsible for providing our merchants and business partners with elite technical support. Energetic and customer-focused, the successful candidate will act as our front- line in the region to ensure that our merchant queries are handled and solved in an effective and timely manner, escalating when required. Interacting directly with our merchants in identifying, investigating and resolving issues, the candidate will also collaborate closely with cross-functional teams internally to contribute towards improving processes and procedures.
This is a unique opportunity to face exciting challenges and build a successful career path as we're currently taking our product to the next level of scale, innovation and sustainability. The successful candidate will be tech-savvy and customer focused with strong problem-solving skills and eager to join an entrepreneurial, fast paced environment and take part in our little revolution.
About You:

• Flexibility to work on a 24/7 (12 hour) shift system which may include weekends and public holidays
• 2+ years experience in a customer support role in the Payments and/or ecommerce industry
• Knowledge on credit cards payments (Acquirers, Issuers, Schemes networks) and 3D Secure will be an advantage
• Understanding of SQL, HTML, CSS3, JavaScript is an advantage
• Knowledge of shopping carts such as Magento and Shopify is an advantage
• Ability to work independently and within a team. Autonomous and responsible.
• Proven analytical and problem-solving skills and ability to deliver practical solutions
• Excellent communication skills and ability to build/maintain a strong working relationship
• Multi-tasking abilities
• Persistence when handling tough cases
• Excellent ability to self-prioritize and time-box tasks without guidance
• Fluency in both English and French is mandatory
• Eager to learn and evolve in a fast pace company and team

What You'll Be Doing:

• You'll use various tools and technologies related to monitoring, resolution, administration, ticketing, communication and reporting, to provide customer support on a 24/7 (12 hours) shift system, including weekends and public holidays
• Serve as the first point of contact and primary contact for help desk via email, phone and chat
• Proactively assist merchants with any technical issues (e.g. configuration, debugging, documentation, testing) related to their daily use of our solution and coordinate with other team members when needed
• Partner with Business Operations, Commercial and Solutions Engineers to resolve issues that arise during merchant post-implementation support
• Advise management on support issues which impact customer satisfaction and provide recommendations for appropriate actions
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Commercial and Marketing teams

What we stand for
At Checkout.com, everything starts with our values, including the experience we offer our people.
#AspireWe supercharge your professional growth with career development programs and leadership training. You can learn your way, with tailored pathways and online platforms. And be inspired at relevant conferences.
#ExcelWe don't stop at 'good' her