Overview
Customer Support Specialist 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 Customer Support Specialist 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
- Experience in a financial institution and knowledge of shopping carts, such as Magento and Shopify, is an advantage
- 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
- Ability to work independently and within a team. Autonomous and responsible
- Understanding of SQL, HTML, CSS3, JavaScript is an advantage
- Fluency in both English and French is mandatory
- Eager to learn and evolve in a fast paced company and team
What You’ll Be Doing:
- Serve as the first point of contact and primary contact for help desk, via email, phone and chat, to support our customers on queries related to online payments (Acquirers, Issuers, Schemes networks) and 3D Secure
- You will use various tools & technologies related to monitoring, resolution, administration, ticketing, communication & reporting, to provide customer support on a 24/7 (12 hours) shift system, including weekends and public holidays
- 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
About Checkout.com
We're Checkout.com
Checkout.com is one of the most exciting fintechs in the world. 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.
What we stand for
At Checkout.com, everything starts with our values, including the experience we offer our people.
#Aspire
We 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.
#Excel
We don't stop at 'good' here. We strive for excellence amongst our teams every day and recognize colleagues who take it to the next level through our quarterly peer-nominated Hero awards.
#Unite
We're proud of our global connections and inclusive environment. So we champion this through our colleague-led community groups and celebrate many cultural events together.
More about Checkout.com
Our technology makes payments seamless. We provide the fastest, most reliable payments in more than 150 currencies, with in-country acquiring, world-class fraud filters and reporting, through one API. And we can accept all major international credit and debit cards, as well as popular alternative and local payment methods. Checkout.com launched in 2012, and we now have a team of 1800 people across 19 international offices.
We believe in equal opportunities
We work as one team. Wherever you come from. However you identify. And whichever payment method you use.
Our clients come from all over the world — and so do we. Hiring hard-working people and giving them a community to thrive in is critical to our success.
When you join our team, we’ll empower you to unlock your potential so you can do your best work. We’d love to hear how you think you could make a difference here with us.
We want to 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. We’ll be happy to support you.