Remote Support & Onboarding Specialist

NMI Company; United Kingdom; Remote; GBP 24,000 - 27,000; Full time

Benefits offered by this job

Annual bonus scheme

Remote-first culture

25 days holiday + BH

Private medical insurance

Training budget

Bike2Work Scheme

Lifeworks EAP

Job summary

NMI, a global payments technology company, is seeking a Support Specialist to join our UK Customer Support team. You will handle live customer inquiries via tickets and phone, onboard new customers, and ensure high service levels while collaborating with the Support Manager.

Strong problem-solving, attention to detail, and clear communication are essential as you train customers on tools, contribute to the knowledge base, and support product queries remotely.

Qualifications

• Excellent all-round IT knowledge.
• Excellent attention to detail.
• Proven problem-solving ability.
• Proactive, showing initiative and creativity in solving issues.
• Ability to handle complex data sets.
• Ability to prioritise tickets and workload effectively.
• Excellent written and verbal communication skills.
• A positive, 'can do' attitude.
• Organised and able to work without close supervision.
• Experience in the payments and/or FinTech industry.

Responsibilities

• Onboard new and existing customer accounts, ensuring a smooth and positive start with NMI.
• Train customers on our onboarding and reporting tools so they can get the most from our products.
• Support internal colleagues with general queries relating to our products.
• Update and create Knowledge Garden content, our external help desk portal with information for customers.
• Update and create internal documentation to keep processes clear and current.
• Work with acquirers and other teams to ensure customer solutions are compliant.
• Provide general support for customers using our products and services via online tickets.
• Contribute to internal projects that help improve the customer experience.
• Help build out internal training programmes.

Skills

IT knowledge

Attention to detail

Problem solving

Ticket prioritisation

Written & verbal comms

Organised

FinTech experience

Tools

Ticketing system

Job description

NMI, a global payments technology company, is seeking a Support Specialist to join our UK Customer Support team. You will handle live customer inquiries via tickets and phone, onboard new customers, and ensure high service levels while collaborating with the Support Manager.

Strong problem-solving, attention to detail, and clear communication are essential as you train customers on tools, contribute to the knowledge base, and support product queries remotely.