Bilingual Support Specialist
The Bilingual Support Specialist at NMI is responsible for managing first-level incoming requests from merchants and integrated software vendors who require customer or technical assistance with terminals, NMI payment applications, and monthly statements or deposit reconciliation. This role involves collaborating across multiple departments to deliver exceptional service to merchants and partners, with a strong emphasis on enhancing the overall merchant experience. Proficiency in both English and Spanish is essential for this position.
Key responsibilities include handling complex inbound and outbound requests, selecting and explaining the best solutions to resolve technical support inquiries, and providing exceptional service using available resources and tools. The specialist is also tasked with documenting every client service inquiry and issue for tracking purposes, communicating operational concerns to clients with clear timelines for resolution, and identifying and communicating trends across the department. Maintaining in-depth knowledge of all products and services to effectively address client concerns is crucial.
The ideal candidate should possess a high school diploma or equivalent, with college experience preferred. A minimum of four years of customer service-related experience and at least two years in a call center service-related role are required. Essential skills include impeccable verbal and written communication abilities, adherence to both written and verbal processes, the capacity to work in an evolving environment, and the ability to articulate technical information to non-technical clients. Additional competencies include quick learning, creative problem-solving, strong organizational skills, multitasking, and being tech-savvy.
Compensation for this role ranges from $20 to $25 per hour, with an annual salary between $41,000 and $52,000, depending on experience. NMI offers a remote-first culture, an annual bonus scheme dependent on company and individual performance, flexible paid time off, health, dental, and vision insurance, 13 paid holidays, and company volunteer days.
NMI is a leading global payment enablement platform that processes over $200 billion in payments annually. The company empowers partners by providing innovative technology solutions for small and medium-sized businesses, entrepreneurs, and fintech startups. NMI fosters a diverse and inclusive workplace, with initiatives such as a dedicated Diversity, Equity & Inclusion action group, diversity hiring goals, anonymized resume screening, and affinity groups like the Women's Network and LGBTQ+ Network. The company is committed to creating an environment where employees can thrive and contribute to the future of payments.