KPay Group (KPay) is a leading fintech company empowering businesses of all sizes with easy, 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

- 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 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

- 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 .
- 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.

#J-18808-Ljbffr

📌 Technical Support Associate | E-commerce (City of Gold Coast)
🏢 KPay Group
📍 City of Gold Coast