Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Offer assistance for NMI software products to active customers through online tickets and phone support.

• Facilitate onboarding for both new and existing customer accounts.

• Educate customers on onboarding processes and reporting tools.

• Assist internal colleagues with product-related inquiries.

• Modify and create content for the Knowledge Garden for customers.

• Revise and produce internal process documentation.

• Collaborate with acquirers and other teams to ensure customer solutions meet compliance standards.

• Provide general customer support via online tickets.

• Contribute to internal projects aimed at enhancing customer experience.

• Aid in the development of internal training programs.

• Report directly to the Support Manager.

⛳️ Requirements

• Exceptional customer service abilities.

• Comprehensive IT knowledge.

• Strong attention to detail.

• Proven aptitude for problem-solving.

• Proactive, demonstrating initiative and creativity in addressing issues.

• Capability to manage complex data sets.

• Skillful in prioritizing tickets and managing workload efficiently.

• Excellent written and verbal communication skills.

• A positive, 'can do' mindset.

• Highly organized and able to work independently.

• An innate curiosity.

• Experience in the payments and/or FinTech sector.

• Successful background and financial checks.

• Experience with a customer ticketing system (preferred).

• Background in an IT Helpdesk or Support role (preferred).

🏝️ Benefits

• Annual bonus scheme based on individual and company performance.

• 25 days of holiday each year (+ bank holidays + 1 additional day for each year of service, up to a maximum of 30 days).

• Workplace pension scheme.

• Private medical insurance (available after 30 days of employment).

• 7 hours per day, 35 hours per week.

• Remote-first culture.

• Excellent work-life balance through our Flexi-time policy.

• Family-friendly policies including Enhanced Maternity and Paternity Pay, and Shared Parental Leave.

• Opportunities for development with an allocated company training budget.

• Bike2Work Scheme.

• Lifeworks, an Employee Assistance Programme offering wellbeing, family, and financial support services, including assessments, resources, and 1:1 counseling sessions; as well as discounts on gyms, restaurants, high street retailers, and cinema tickets.

• Strong commitment to employee wellbeing, including mental health first aiders.

• Employee referral scheme with generous financial rewards.

• Bonusly colleague reward scheme.