Support Specialist

CryptoproNetwork; Cape Town; On-site; ZAR 280,000 - 315,000; Full time

Benefits offered by this job

Annual bonus scheme

15 days holiday + 12 public holidays

45-hour work week

Mental health support

Yoga sessions

Employee referral scheme

Company training budget

Medical aid

Job summary

NMI is seeking a security-driven, self-motivated Support Specialist to join the Cape Town-based Customer Support team. You will provide telephone-based support to Affiliates and Merchants, with potential email and ticketing assistance, ensuring top-tier customer service while contributing to broader projects.

Attendance during US CST hours from Cape Town is required. The role includes onboarding, training, knowledge base management, documentation, and cross-team collaboration to ensure compliant

Qualifications

• Excellent customer service and communication skills.
• Strong IT knowledge across common tools and platforms.
• Detail-oriented with good problem-solving abilities.
• Proactive with initiative and creative thinking for issue resolution.
• Able to handle complex data sets and prioritize workload.
• Experience in payments/FinTech is a plus.

Responsibilities

• Onboard new and existing customer accounts.
• Train customers on onboarding and reporting tools.
• Assist internal colleagues with product-related queries.
• Update/create knowledge garden content for customers.
• Update internal documentation and processes.
• Collaborate with acquires/other teams for compliant solutions.
• Provide general support for customers using products/services.
• Contribute to internal projects to improve the customer experience.
• Develop and participate in internal training programs.

Skills

Customer service

IT knowledge

Attention to detail

Problem solving

Proactivity

Data handling

Ticket prioritization

Communication

Positive attitude

Organization

Curiosity

FinTech/payments

Ticketing system

Helpdesk experience

Job description

NMI is looking for a security-driven and self-motivated individual to join the Customer Support team in the Cape Town office as a Support Specialist.

As a Support Specialist, you will primarily provide telephone-based support to live Affiliates and Merchants across a range of NMI products, with opportunities to also assist via email and online ticketing as needed, while ensuring a high level of customer service at all times. You will have the opportunity to contribute to projects and be a part of the bigger picture here at NMI. The team will be responsible for maintaining support from 8am (US CST) until 5pm (US CST).

Attendance within the Cape Town office for US working hours is required for this role.

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

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 prioritize tickets and workload
• Excellent written & verbal communication skills
• Positive, 'can do' attitude
• Organized and able to work without close supervision
• Show curiosity
• Experience of the payments and/or FinTech industry

Preferred Skills & Experience:

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

Benefits:

• Annual salary of R280,000 - R315,000, dependent on experience.
• Annual bonus scheme (dependant on company and individual performance)
• 15 days holiday + 12 public holidays each year (+ 1 day after each year of service with up to a max. of 20 days)
• 45-hour work week
• Family friendly policies (Enhanced Maternity and Paternity Pay)
• A chance to develop with an allocated company training budget
• A strong commitment to employee wellbeing including mental health first aiders and weekly yoga sessions.
• Employee referral scheme with generous financial reward
• Bonusly colleague reward scheme
• Fun culture events (company volunteering days, seasonal parties)
• Medical Aid and Gap Cover

What we do!

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 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 democratize the latest payment technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places.

Equal Opportunity

NMI is committed to inclusion and diversity and belonging. As an equal opportunity employer we encourage applicants from all backgrounds.

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: