Merchant Payments Support Analyst

Checkout Ltd; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work model

Three days in office

Job summary

Checkout.com in London is seeking an Analyst I for Merchant Product Support to manage merchant tickets across channels, investigate payment issues, and provide timely updates.

You will work with product and engineering to resolve API and gateway problems, learn payment flows, and deliver high-quality support in a fast-paced fintech environment.

Hybrid working, global scope, comprehensive training, and opportunities to grow in payments technology.

Qualifications

• Bachelor's degree in Computer Science, Technology, Engineering, or related field; equivalent professional experience considered.
• At least two years in technical support, ideally in fintech, banking or financial services.
• Hands-on experience supporting gateways, card processing, troubleshooting APIs and integration errors.

Responsibilities

• Ticket management: acknowledge and administer tickets via the ticketing system during working hours.
• Customer support: acknowledge, investigate, and respond to merchant inquiries via the ticketing system and internal stakeholders.
• Investigation & escalation: perform initial investigations and refer complex concerns to higher-level teams as appropriate.
• Knowledge management: resolve tickets using the knowledge base, request SOP updates, and keep documentation current.
• Product expertise: maintain understanding of products, services, and policies to provide accurate information.
• Quality assurance: follow QA framework to minimize errors and provide consistent care.
• Issue identification: categorize global queue issues and escalate root causes to the team.
• Process improvement: report issues and provide feedback to Product and Engineering teams.
• Product onboarding: participate in training for new products and provide feedback on gaps.

Skills

Strong communication skills

Technical troubleshooting

Analytical thinking

Customer-focused

Education

Bachelor's degree in Computer Science, Technology, Engineering or related field

Tools

API debugging

REST API

Job description

Checkout.com in London is seeking an Analyst I for Merchant Product Support to manage merchant tickets across channels, investigate payment issues, and provide timely updates.

You will work with product and engineering to resolve API and gateway problems, learn payment flows, and deliver high-quality support in a fast-paced fintech environment.

Hybrid working, global scope, comprehensive training, and opportunities to grow in payments technology.