Support Specialist

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 provide support on a range of NMI products to live Affiliates and Merchants via phone, email and online tickets, 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.

Attendance within the Cape Town office for UK Working Hours is required for this role. Office location: Cape Town V&A.

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
• Providing general support for customers using our products/services
• Internal projects to help improve the customer experience
• Building out internal training programs

Requirements

Essential Skills and Experience:

• 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

Preferred Skills & Experience:

• Experience of using a customer ticketing system
• Experience in an IT Helpdesk or Support role
• Experience of the payments industry is a great plus but not required

Benefits

Benefits:

• Annual salary of R280,000 - R315,000, dependent on experience.
• 40 hour work week
• Standard South African Leave policy.
• South African Public Holiday Schedule Observed.

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 startups. 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.

We believe that having a diverse group of employees strengthens both our work and our workplace. We’re focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity & Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys.

Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks.