Customer Support Agent

TodaPay is an international fintech company operating in the digital payments and financial infrastructure space across multiple jurisdictions. We support high-growth payment operations with multi-currency transactions, crypto payments, and complex corporate structures.
We are looking for a detail-oriented and proactive Accountant to join our Finance team and support core accounting operations, financial reporting, payroll processing, and coordination with external accountants and auditors across jurisdictions.
 

We are looking for a specialist to join our L1 Support team to monitor the system and handle incoming requests.

Requirements

• Analytical mindset, high attention to detail, strong critical thinking, and the ability to work with large volumes of digital data.
• Proficiency in MS Excel (working with filters, formulas, and spreadsheets).
• High level of personal responsibility, stress tolerance, proactivity, and the ability to maintain focus in a multitasking environment.
• Result-oriented approach, systematic problem-solving skills, and readiness to strictly follow internal company regulations.
• Strict adherence to and fulfillment of all established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Fluency in Ukrainian, Russian, and English (at a confident business correspondence level).
• Readiness for a shift-based work schedule (including night shifts). 

Responsibilities

• Request Handling: Receiving and processing client inquiries regarding technical and operational issues.
• System Monitoring: Monitoring key performance indicators, tracking volumes, and detecting any anomalies or deviations from the norm.
• Alert Response: Immediate response to system alerts, logging incidents, and escalating them to relevant departments.
• Non-Standard Case Analysis: Initial assessment of atypical situations and cross-functional collaboration with the Risk Management department to resolve complex issues.
• Service Verification: Conducting regular verification (test) transactions to monitor system availability and proper functionality on the client's side.
• Ticket Management: Logging incidents in the ticketing system, maintaining internal documentation, and ensuring a detailed shift handover.
• Reporting: Preparing analytical data slices and reports upon request from adjacent departments.

Working conditions

• Work Schedule: Shift-based (3 types of 8-hour shifts daily to ensure 24/7 coverage). The workload is distributed evenly, averaging 19 shifts per month per agent.
• Onboarding & Probationary Period: 1. The first 2 weeks consist of introductory training and a paid internship. 2. This is followed by a 2-month probationary period. 3. Upon successful completion of all stages, transition to the standard salary tier is provided.
• Benefits Package: Official paid vacation and sick leave fully covered by the company.