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Cape Town, Western Cape, South Africa
Onsite
NMI, a global leader in payment technologies, allows software and sales professionals to deliver payment innovations to their clients without having to build payment expertise in house. 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 payments technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. Our mission is to use our expertise to enable more payments, in more ways and more places. We provide ISOs, Fintech Innovators and Technologists the freedom to focus on what they do best, liberating them from restricted payment solutions and giving them access to the latest payment technology now and in the future.
* Be a Good Person, It's Simple. We treat everyone fairly and with respect. We lead with kindness, humility and integrity. We take the time to understand each other and our customers. And we serve with care, because customers are never a transaction, and always our focus
* Align, Trust & Go. We debate openly, listen carefully and challenge thoughtfully. Once we decide, we move forward together - holding ourselves accountable to our commitments, and focusing on what matters most to our customers. That alignment creates momentum.
* Raise the Bar. Good enough isn't enough. We stay curious, measure everything, stay honest about progress and keep pushing ourselves to think creatively. We drive change, again and again. And leave things better than we found them. When we raise the bar, our customers feel it too.
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
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
Onboarding new and existing customer accounts, and training customers on our onboarding & reporting tools
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
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/
