Support Specialist
About this role
As a Support Specialist, you will provide support to live Affiliates, Merchants, and clients across a range of NMI products via telephone and online ticketing, ensuring a high level of customer service at all times. Depending on business needs, your day may involve a combination of phone and ticket-based support. You will also have the opportunity to contribute to cross-functional projects and play a key role in driving continuous improvements across the Support team. The team provides coverage from 8:00am to 5:00pm US Central Time (CST), with shifts typically starting between 3:00pm and 4:00pm SAST (depending on daylight saving time).
Attendance within the Cape Town office for US working hours is required for this role.
- Onboarding new and existing customer accounts, and training customers on our onboarding & reporting tools
- Prioritizing and responding to customer inquiries within specified service standards
- Troubleshooting and resolving client issues promptly; escalating complex issues appropriately
- Providing clear, empathetic communication to clients, ensuring a positive support experience
- Collaborating with CAMs to ensure consistent coverage and seamless client support, including backfilling during absences
- Supporting internal colleagues with general queries relating to our products
- Maintaining detailed records of client activity and interactions in the support ticketing system
- Updating/creating knowledge garden content (our external help desk portal) and internal documentation
- Partnering with internal stakeholders (Product, Engineering, Compliance, etc.) to ensure client needs are met and feedback is shared
- Working with acquirers/other teams to ensure customer solutions are compliant
- Contributing to internal projects to help improve the customer experience, including building out internal training programs
- Developing deep product knowledge to resolve client inquiries efficiently and effectively
- 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
- 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: https://www.nmi.com/legal/privacy-policy/