Support Specialist

NMI is looking for a security-driven and self-motivated individual to join the Customer Support team as a fully remote Support Specialist, based in the United States. As a Support Specialist, you will provide ticket-based support to live Affiliates and Partners across a range of NMI products, ensuring a high level of customer service at all times. While the role is primarily ticket-based, occasional phone support may be required. Working hours are aligned to EST or CST. You will have the opportunity to contribute to projects and be a part of the bigger picture here at NMI.

What will I be doing?

• Providing ticket-based support to Affiliates and Partners across NMI's suite of products and services
• Working with third parties and acquirers to ensure that customer solutions are compliant and working as intended
• Supporting internal colleagues with general queries relating to our products
• Updating and creating internal documentation where necessary
• Contributing to internal projects that help improve the customer experience

Skills and Experience

• A minimum of 1 year working directly with customers in any industry is required, preferably in the payments or FinTech industry, or a role which heavily deals with payments or financial technology
• Excellent customer service skills, with empathy, patience, and a positive attitude
• Excellent all-round IT knowledge, preferably with experience using a customer ticketing system such as Zendesk
• Excellent attention to detail
• Proven problem-solving ability
• Proactive — shows initiative and creativity in solving issues
• Ability to prioritise tickets and workload effectively
• Excellent written and verbal communication skills
• Organized and able to work without close supervision
• Positive, can-do attitude
• Familiarity with the payments industry and key concepts such as gateways, processors, and card schemes is preferred

Benefits

• A remote first culture!
• Salary: $20–$24 per hour, depending on experience
• Personal growth and advancement opportunities
• Flex PTO & dedicated sick time
• Health, Dental and Vision Insurance
• Life, ADD, Short-term and Long-term Disability insurance
• 401k matching up to 4% after two months of service
• Flexible Spending Account
• Paid Parental Leave
• Company volunteer days
• Employee referral program
• Bonusly colleague recognition

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 providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States), disability, military service, service member, veteran status, or any other basis protected by applicable law. 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/