Support Specialist
NMI is seeking a dedicated Support Specialist to join our Customer Support team. In this role, you will provide assistance to live customers across various NMI software products, primarily through online tickets. You will also manage the onboarding process for new customers, ensuring exceptional customer service throughout. This position reports directly to the Support Manager and operates within a collaborative team environment.
Key responsibilities include onboarding new and existing customer accounts, training customers on our onboarding and reporting tools, and supporting internal colleagues with product-related queries. You will be responsible for updating and creating content for our external help desk portal and internal documentation. Additionally, you will work with acquirers and other teams to ensure customer solutions are compliant, provide general support for customers using our products and services, and participate in internal projects aimed at improving the customer experience. Building out internal training programs is also a part of this role.
The ideal candidate will possess excellent customer service skills, comprehensive IT knowledge, and exceptional attention to detail. Proven problem-solving abilities, a proactive approach, and creativity in resolving issues are essential. You should be capable of handling complex data sets, prioritizing tickets and workload effectively, and demonstrating excellent written and verbal communication skills. A positive, 'can do' attitude, organizational skills, and the ability to work independently are also important. Curiosity and experience in the payments and/or FinTech industry are highly valued.
Preferred qualifications include experience using a customer ticketing system and prior roles in an IT Helpdesk or Support capacity.
NMI offers a competitive salary ranging from £23,500 to £26,000 per annum, dependent on experience. Additional benefits include an annual bonus scheme based on individual and company performance, 25 days of holiday each year (plus bank holidays, with an additional day after each year of service up to a maximum of 30 days), a workplace pension scheme, and private medical insurance after 30 days of employment. The company promotes a remote-first culture, family-friendly policies, allocated training budgets, and various employee wellness programs.