Support Specialist

NMI; 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

Family friendly policies

Company training budget

Employee wellbeing initiatives

Employee referral scheme

Fun culture events

Medical Aid and Gap Cover

Job summary

NMI is looking for a Support Specialist to join their Customer Support team in Cape Town. You will provide telephone-based support to affiliates and merchants, ensuring high levels of customer service. This role also involves onboarding customer accounts and assisting via email and tickets as needed.

Candidates should have excellent IT knowledge, problem-solving abilities, and experience in the payments or FinTech industry. The position operates within the Cape Town office during US working hours. NMI offers competitive salaries and employee-friendly benefits.

Qualifications

• Experience in IT Helpdesk or Support role is preferred.

Responsibilities

• Onboard new and existing customer accounts.
• Train customers on onboarding and reporting tools.
• Support internal colleagues with product queries.
• Update/create knowledge garden content.
• Update/create internal documentation.
• Ensure customer solutions are compliant with acquirers/other teams.
• Lead internal projects to improve customer experience.
• Build internal training programs.

Skills

Excellent all round IT knowledge

Excellent attention to detail

Proven problem solving ability

Proactive and creative in solving issues

Ability to handle complex data sets

Ability to prioritize tickets and workload

Positive, 'can do' attitude

Organized and able to work without close supervision

Show curiosity

Experience in payments and/or FinTech

Tools

Customer ticketing system

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 (CST) until 5pm (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
• Internal projects to help improve the customer experience
• Building out internal training programs

Essential Skills and Experience

• 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
• 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
• Annual salary of R280,000 - R315,000, dependent on experience.
• Annual bonus scheme (dependent 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)
• 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 Employer

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.