Analyst I, Merchant Care

Checkout.com

. Provide exceptional customer experience by handling merchant inquiries and issues via email, phone, and chat.

Posted 11/5/2026full-timeEbene • MauritiusJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within a payments environment, focusing on problem-solving, technical troubleshooting, and effective communication. Proficient in utilizing customer service software and collaborating across teams to enhance merchant experience and service delivery.

Highest-signal resume keywords

Customer Support ExperienceProblem-Solving SkillsPayment Processing Systems FamiliarityProficiency in SQLExperience with Zendesk

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Configuration ManagementAPIsSQLLog Analysis ToolsTechnical Troubleshooting

Soft Skills

Excellent CommunicationInterpersonal SkillsCustomer-First MindsetAbility to Handle Multiple Priorities

Tools & Technologies

ZendeskSalesforceCRM ToolsDatadog

Industry Keywords

Payments EnvironmentFintech PlatformsMerchant Care Support

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Provide exceptional customer experience by handling merchant inquiries and issues via email, phone, and chat.
Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns.
Collaborate with operations, product, and engineering teams to drive merchant issues to resolution.
Educate merchants on platform features, payment processes, and best practices.
Help maintain and improve merchant care support and continuously enhance service delivery.
Rotate through early morning to night shift coverage windows to support seamless 24/7 operations.

Requirements

What you’ll need

2+ years of experience in support or operations roles, preferably within a payments environment.
Strong problem-solving skills with the ability to diagnose technical issues and provide effective solutions.
Proficient in one or more of the following: Configuration management, APIs, SQL, and log analysis tools such as Datadog.
Excellent communication and interpersonal skills, with a customer-first mindset.
Ability to handle multiple priorities in a fast-paced environment while maintaining high service standards.
Familiarity with payment processing systems, fintech platforms, or related technologies (preferred but not essential).
Proficiency in using customer service software (e.g., Zendesk, Salesforce) and CRM tools.
Proven ability to work independently as well as collaborate effectively across teams.
Willingness to work rotating coverage windows, including early mornings and night shifts, as part of a 24/7 team.
Legally authorised to work as an employee in the country of application.

Benefits

Comp & perks

Hybrid working model with flexibility
Three days per week in the office
Accessibility accommodations during the application and working process
Opportunities for growth and meaningful career development
Ownership and recognition for impact delivered