Fintech Product Support Analyst I

Jackalope Digital LLC; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Checkout.com is seeking an Analyst I for Merchant Product Support in London. You will receive and manage merchant and internal requests via multiple channels, investigate issues within your product scope, provide timely updates, and work to SLAs.

You’ll diagnose payment flows, system logs, and transaction data, escalate when needed, and collaborate with Product and Engineering to improve tools and processes.

Qualifications

• Degree in Computer Science or related field, or equivalent professional experience.
• Strong technical support and troubleshooting foundation.
• Ability to interpret technical evidence and communicate clearly.

Responsibilities

• Ticket management: acknowledge and administer tickets; stay logged in during working hours.
• Customer support: respond to merchant inquiries via ticketing system and internal stakeholders.
• Investigation & escalation: perform initial investigations and escalate to Analysts or Level 3 teams as needed.
• Knowledge management: update SOPs and maintain documentation.
• Product expertise: maintain understanding of products, services, and policies.
• Quality assurance: comply with QA framework to minimize errors.

Job description

Checkout.com is seeking an Analyst I for Merchant Product Support in London. You will receive and manage merchant and internal requests via multiple channels, investigate issues within your product scope, provide timely updates, and work to SLAs.

You’ll diagnose payment flows, system logs, and transaction data, escalate when needed, and collaborate with Product and Engineering to improve tools and processes.