Technical Support Associate | E-commerce

About KPay

KPay Group (KPay) is a leading fintech company empowering businesses of all sizes with simple, smart, seamless, and secure technology solutions. Serving over 95,000 merchants across Hong Kong, Singapore, Japan, and Australia, we help small and medium-sized businesses grow through a one-stop platform for financial management, operations, and digital transformation.

Backed by USD 55 million in Series A funding—the largest payments-sector Series A globally in 2024—KPay was recognised as Forbes Asia's 100 to Watch (2025) and named PayFac of the Year (2025).

About the Role

As a Technical Support Associate, you’ll be the technical point of contact for Australian merchants using KPay Online. You’ll help merchants move from setup to their first successful payment, providing hands-on support across website configuration, e-commerce integrations and technical troubleshooting.

You’ll work directly with merchants through remote screen-share sessions, resolve issues independently where possible, and partner with our regional Product and Engineering teams on more complex issues. This is a great fit for someone with strong WordPress and WooCommerce experience who enjoys troubleshooting, working with customers and solving problems.

What You’ll Do

Merchant Onboarding

• Set up and configure KPay’s online payment integrations for merchants.
• Install and troubleshoot plugins across WordPress and WooCommerce.
• Guide merchants through setup via screen-share and remote support.
• Check website, SSL and checkout readiness before go-live.
• Run test transactions and ensure merchants can successfully accept payments.
• Make technical setup simple and seamless for non-technical business owners.

Technical Support

• Act as the first point of contact for merchant technical queries.
• Troubleshoot issues across WordPress, WooCommerce, plugins, SSL, hosting, checkout and integrations.
• Investigate root causes and resolve issues independently where possible.
• Identify whether issues relate to merchant configuration, third-party platforms or KPay.
• Escalate complex issues to Product and Engineering with clear technical context.
• Follow through to ensure issues are fully resolved.

Improve & Scale

• Identify recurring technical issues and opportunities to improve the merchant experience.
• Create practical setup guides, FAQs and troubleshooting resources.
• Help reduce repetitive support through better documentation and self-service.
• Share merchant feedback and recurring issues with Product and Engineering.
• Help build a scalable technical support process for KPay Online in Australia.

What We’re Looking For

Essential

• 0-2+ years of hands-on experience in technical support, e-commerce, implementation or a similar role.
• Strong practical experience with WordPress and WooCommerce.
• Confident troubleshooting plugins, checkout issues, SSL, hosting and website configurations.
• Strong problem-solving skills and the ability to investigate issues independently.
• Comfortable providing technical support through screen-share / remote sessions.
• Clear and confident communication with both technical and non-technical customers.
• Strong ownership, attention to detail and a customer-first mindset.
• Comfortable working independently in a remote environment.

Nice to Have

• Experience with payment gateways or online payments.
• Familiarity with APIs, webhooks, browser developer tools or basic HTML/CSS.
• Experience with Shopify, Magento, Wix or other e-commerce platforms.
• Experience in fintech, SaaS, e-commerce or merchant technology.
• Experience creating technical documentation or onboarding resources.

Why KPay?

• Build from the ground up: Help shape KPay’s online payments support function in Australia.
• Real ownership: Take merchants from technical setup through to their first successful payment.
• Work across teams: Partner directly with regional Product and Engineering teams.
• Make an impact: Turn recurring merchant issues into better processes, guides and experiences.
• Fast-growing fintech: Join KPay during an exciting stage of our Australian expansion.
• Work with e-commerce: Gain hands-on exposure to online payments, merchant technology and e-commerce integrations.