Technical Support Specialist (AU)

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

We're looking for an experienced Technical Support Specialist based in the Philippines to help Australian merchants set up KPay's online payment solutions and troubleshoot technical issues. You'll work directly with merchants to configure website integrations, resolve checkout issues, and guide them through technical setup via calls, video meetings, and screen-sharing.

Excellent English communication is essential. You'll need to communicate confidently and professionally with Australian customers, explain technical concepts clearly, and guide non-technical business owners through troubleshooting. We're looking for someone who combines hands-on technical support experience with strong customer service skills and the ability to work independently in a fully remote environment.

What You'll Do

• Merchant onboarding: Install and configure online payment integrations, assist with website plugins, and run test transactions to ensure checkout works correctly.
• Website troubleshooting: Check website readiness and investigate issues involving SSL certificates, hosting, plugin conflicts, checkout functionality, and payment integrations.
• Customer support: Respond to technical enquiries, guide merchants through troubleshooting via calls and screen-sharing, and explain solutions in clear, simple language.
• Issue resolution: Diagnose technical problems, resolve issues within your expertise, and escalate complex cases to the Product and Engineering teams.
• Documentation: Create setup guides and FAQs to help merchants resolve common issues efficiently.
• End-to-end ownership: Manage onboarding tasks, document issues, and follow up proactively to ensure merchants are successfully set up and supported.

Who You Are

Essential Requirements

• Excellent English communication: Strong spoken and written English, with the confidence to support Australian customers over calls, video meetings, and email.
• Relevant technical support experience: Previous experience in technical support, IT helpdesk, e-commerce support, or a similar customer-facing technical role.
• Hands-on technical knowledge: Practical experience troubleshooting websites, plugins, hosting, SSL certificates, checkout issues, or e-commerce integrations.
• WordPress and WooCommerce: Familiarity with WordPress and WooCommerce, including plugin configuration and troubleshooting.
• Customer-focused: Patient, professional, and able to explain technical issues clearly to non-technical customers.
• Strong problem-solving skills: Able to investigate issues systematically, identify root causes, and recommend practical solutions.
• Self-directed: Comfortable managing tasks, prioritising follow-ups, and working independently in a fully remote environment.
• Remote-work ready: Based in the Philippines, with reliable internet and availability during agreed Australian business hours.

Nice to Have

• Experience supporting international customers, particularly Australian customers.
• Experience with payment gateways, online payments, or fintech products.
• Familiarity with Shopify, HTML/CSS, APIs, or browser developer tools.

Why Join KPay?

• Fully remote: Work from the Philippines without a daily office commute.
• Build specialised expertise: Gain deeper experience in online payments and e-commerce integrations.
• Take ownership: Help merchants move from initial setup to their first successful online payment.
• Make an impact: Help build and improve KPay's online payments support function in Australia.
• Work internationally: Collaborate with cross-functional teams across different markets.