Support 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

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 and phone support as well as carrying out the onboarding 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. You will work as part of the general support team, reporting directly to the Support Manager.

About NMI

NMI, a global leader in payment technologies, allows software and sales professionals to deliver payment innovations to their clients without having to build payment expertise in house. 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 realizing it. We're the platform that powers success for innovative tech created by SMBs, entrepreneurs and fintech startups. 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 democratize the latest payments technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. Our mission is to use our expertise to enable more payments, in more ways and more places. We provide ISOs, Fintech Innovators and Technologists the freedom to focus on what they do best, liberating them from restricted payment solutions and giving them access to the latest payment technology now and in the future.

How We Work - Our Core Values

• Be a Good Person, It's Simple. We treat everyone fair and with respect. We lead with kindness, humility and integrity. We take the time to understand each other and our customers. And we serve with care, because customers are never a transaction, and always our focus
• Align, Trust & Go. We debate openly, listen carefully and challenge thoughtfully. Once we decide, we move forward together - holding ourselves accountable to our commitments, and focusing on what matters most to our customers. That alignment creates momentum.
• Raise the Bar. Good enough isn't enough. We stay curious, measure everything, stay honest about progress and keep pushing ourselves to think creatively. We drive change, again and again. And leave things better than we found them. When we raise the bar, our customers feel it too.

What will I be doing?

• 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.

Essential Skills and Experience:

• 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.

Preferred Skills & Experience:

• Experience using a customer ticketing system.
• Experience in an IT Helpdesk or Support role.

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. Fill in the 'Additional Info' box on our application to tell us more about your path.

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

• Annual bonus scheme dependent on individual and company performance
• Annual salary of £25,000 - £27,000 (dependent on experience)
• 25 days holiday each year (+ bank holidays + 1 day after each year of service with up to a max. of 30 days)
• Private medical insurance (upon 30 days of employment)
• A remote first culture
• Great work-life balance with our Flexi-time policy
• Family Friendly policies (Enhanced Maternity and Paternity Pay and Shared Parental Leave).
• A chance to develop with an allocated company training budget
• Bike2Work Scheme
• Lifeworks, 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 believe that having a diverse group of employees strengths both our work and our workplace. We're focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity & Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys.

NMI is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States), disability, military service, service member, veteran status, or any other basis protected by applicable law.

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/

Salary range, depending on experience: £23,500 - £26,000 GBP

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