[Hiring] Support Specialist @NMI

Role 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.

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.

Qualifications

• Excellent customer service skills.
• 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.
• A natural curiosity.
• 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.

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).
• Workplace pension scheme.
• Private medical insurance (upon 30 days of employment).
• 7 hours per day, 35 hours per week.
• 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.
• A strong commitment to employee wellbeing including mental health first aiders.
• Employee referral scheme with generous financial reward.
• Bonusly colleague reward scheme.