Job Description

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.

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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) .

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About the Role

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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.

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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.

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What You'll Do

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

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

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

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- 0-2+ years of hands-on experience in technical support, e-commerce, implementation or a similar role.




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- Strong practical experience with WordPress and WooCommerce .
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- Confident troubleshooting plugins, checkout issues, SSL, hosting and website configurations.
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- Strong problem-solving skills and the ability to investigate issues independently.
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- Comfortable providing technical support through screen-share / remote sessions .
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- Clear and confident communication with both technical and non-technical customers.
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- Strong ownership, attention to detail and a customer-first mindset.
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- Comfortable working independently in a remote environment.
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Nice to Have

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- Experience with payment gateways or online payments .
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- Experience with Shopify, Magento, Wix or other e-commerce platforms.
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- Experience in fintech, SaaS, e-commerce or merchant technology.
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- Experience creating technical documentation or onboarding resources.
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Why KPay?

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