Support Specialist

We are looking for a talented Support Specialist to join our Customer Support team.

You will provide support on a range of NMI software products to our live customers via online tickets. You will carry out the on-boarding process with new customers, ensuring a high level of customer service at all times.

If you are a natural problem-solver with high levels of customer service and attention to detail, you will excel in this role. The primary function of the role will be to work as part of the general support team, reporting directly to the Support Manager.

What will I be doing?

• Onboarding new and existing customer accounts
• Training customers on our onboarding & reporting tools
• Supporting internal colleagues with general queries relating to our products
• Updating/creating knowledge garden content (our external help desk portal with information for customers)
• Updating/creating internal documentation
• Working with acquirers/other teams to ensure customer solutions are compliant
• Providing general support for customers using our products/services
• Internal projects to help improve the customer experience
• Building out internal training programs

Working Arrangements

The working hours are 11am - 7pm to facilitate collaboration with our US-based teams and support our global merchants.

About Us

NMI enables our partners with choice, and challenges the one-size-fits-all approach to payments. You've probably used NMI in the last 24 hours without even realising it. We’re the platform that powers success for innovative tech created by SMBs, entrepreneurs and fintech start-ups. We’re creative problem solvers who help visionaries smash through boundaries and think beyond what’s possible so they can think about what’s next. But we’re not just built for the tech savvy. We democratise the latest payments technology so that everyone can realise the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places.

A great place to work!

At NMI we are proud of our people-first culture, we know that our people are what makes NMI great and they are at the centre of everything that we do. We run Employee Engagement Surveys twice a year and are extremely pleased that our staff say our culture and the people are the best things about working at NMI, and we have to agree! We have a firm commitment to strengthening the diversity of our workforce, and therefore welcome and encourage applications from all communities and underrepresented groups.

We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to NMI, as diversity makes us stronger.

Essential Skills and Experience:

• Excellent customer service skills
• Excellent all round IT knowledge
• Excellent attention to detail
• Proven problem solving ability
• Proactive, shows initiative and creativity in solving issues
• Ability to handle complex data sets
• Ability to prioritise tickets and workload
• Excellent written & verbal communication skills
• Positive, 'can do' attitude
• Organised and able to work without close supervision
• Show curiosity

Preferred Skills & Experience:

• Experience of using a customer ticketing system
• Experience in an IT Helpdesk or Support role
• Experience of the payments industry is a great plus but not required

Do you feel like you have a slightly out-of-the-ordinary career path or history? We are open to all walks of life and very willing to hear your story. Please don’t feel like this should be a barrier to securing a great career at NMI! We appreciate success can come in all shapes and sizes.

As well as being a part of something exciting everyday, you will also receive the following benefits:

• Competitive salary of £23,500 - £26,000 per annum (dependant on experience)
• Annual bonus scheme dependent on individual and company performance
• 25 days holiday each year (+ bank holidays + 1 day after each year of service with up to a max. of 30 days)
• Workplace pension scheme
• Private medical insurance (upon 30 days of employment)
• 7 hours per day, 35 hours per week
• A remote first culture
• Family Friendly policies (Enhanced Maternity and Paternity Pay and Shared Parental Leave).
• A chance to develop with an allocated company training budget
• Bike2Work Scheme
• Telus Health, an Employee Assistance Programme which offers wellbeing, family and financial support services, such as assessments, resources and even 1:1 counselling sessions. It also offers interesting perks such as discounts on gyms, restaurants, high street retailers and cinema tickets.
• A strong commitment to employee wellbeing including mental health first aiders.
• Employee referral scheme with generous financial reward
• Bonusly colleague reward scheme

We’re looking for creative and passionate people who share our vision of making payments easy. If that sounds like you and you meet the requirements above, then please click on 'Apply for this job'!

Equal Opportunity

We are an Equal Opportunities employer and will provide reasonable support throughout the recruitment process to applicants who have a disability. Please let us know in advance so that any support, aids or adaptations can be put in place to assist you.

Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks.

Attention job applicants: Please note that in compliance with the data protection regulations within your jurisdiction, any personal information submitted with your job application may be collected and used by NMI for the purpose of recruitment and employment-related activities. By submitting your application, you acknowledge and provide explicit consent to the processing of your personal information as described in our privacy policy found on our website. For more information on how we process your information, please read our privacy policy here: https://www.nmi.com/legal/privacy-policy/