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 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.