Merchant Care Analyst I – Fintech Payments Support

Checkout Ltd; México; Híbrido; MXN 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Checkout.com in Mexico is hiring the Merchant Care Analyst I to deliver timely responses to merchant inquiries across tickets, email, chat and web forms. You will work within a defined product scope, resolve issues using our knowledge base, and escalate complex cases with clear context.

You should have 2+ years in technical support or fintech operations, a degree in a tech field, and strong communication. You’ll maintain product knowledge, follow SOPs, and collaborate with Product and

Formación

• 2+ years of experience in technical support or operations in Fintech/Banking.
• A degree in Computer Science, Technology, Engineering, Data or a related field, though equivalent professional experience will be considered.
• A comprehensive understanding of the end-to-end payment flow.
• Strong problem-solving skills with structured troubleshooting.

Responsabilidades

• Acknowledge and administer tickets via ticketing system, staying logged in and active during working hours.
• Investigate and respond to merchant inquiries and internal stakeholder requests for technical assistance.
• Refer complex concerns to Analyst II or Senior Analysts, providing full context for speedy resolution.
• Resolve tickets using the knowledge base, identify gaps, request new SOPs, and keep documentation up to date.
• Maintain solid understanding of Checkout.com's products, services, and policies for accurate information to merchants.
• Comply with QA framework to minimize errors and deliver consistent care.
• Categorise issues in the global queue and escalate root causes to the wider team.
• Report procedural problems and provide feedback to Product and Engineering teams.
• Participate in training for new products and provide process feedback to project groups.

Conocimientos

Payment systems

Technical support

API troubleshooting

SQL

Looker

Datadog

Zendesk

Salesforce

Educación

Bachelor's degree in Computer Science or related field

Herramientas

Zendesk

Salesforce

Looker

SQL

Datadog

Guacamole

Descripción del empleo

Checkout.com in Mexico is hiring the Merchant Care Analyst I to deliver timely responses to merchant inquiries across tickets, email, chat and web forms. You will work within a defined product scope, resolve issues using our knowledge base, and escalate complex cases with clear context.

You should have 2+ years in technical support or fintech operations, a degree in a tech field, and strong communication. You’ll maintain product knowledge, follow SOPs, and collaborate with Product and