Support Specialist (Bilingual - English/Spanish)

Under the direction of the Operations Services Manager, the Bilingual Support Specialist will manage first-level incoming requests from Merchants, and Integrated Software Vendors needing customer/technical assistance with terminals, NMI payment applications, and monthly statements/deposit reconciliation. This role will include working across multiple departments in order to achieve and provide class A service to our merchants and/or partners. Strong focus on the overall merchant experience. We support our clients with their accounts and processing services through email and inbound phone calls. The department documents all technical and customer support inquiries and issues for tracking purposes.

Bi-lingual English/Spanish is required for this position.

Essential Functions: 

• Handles complex inbound and outbound requests, servicing a broader customer service base; selects and explains the best solution to solve technical support inquiries
• Provides exceptional service utilizing available resources and tools
• Documents every client service inquiry and issue for tracking purposes
• Communicate operational concerns to clients with a clear timeline for resolution
• Identify and communicate trends across the department
• Maintains in-depth knowledge of all products and services to effectively address client concerns
• Use problem-solving skills and work with internal and external resources to analyze data and determine the root causes of issues
• Resolve complex product and service inquiries or fulfill second-level service requests, including adjustments; select corrective processing execution method or explain the best solution to resolve all client requests; escalate as appropriate
• Meets performance expectations by achieving established goals and objectives such as quality and productivity measures
• Conduct basic training on products and services as needed for incoming peers
• Contributes to team effort by growing as a lead for complex client service inquiries and departmental objectives

Knowledge, Skills, and Abilities: 

• Proficient understanding of the credit card and payment solutions industries a plus
• Impeccable communication skills necessary, both verbal and written
• Adhere to both written and verbal processes
• Ability to work in an evolving environment
• Ability to articulate technical information to non-technical clients
• Ability to learn quickly
• Creative problem-solving skills
• Extremely organized
• Ability to multi-task
• Computer and Internet literate “Tech savvy”
• Ability to adhere to attendance policy

Qualifications 

• High School Diploma or equivalent
• College experience preferred
• 4+ Year(s) Customer Service-related Experience
• 2+ Year(s) Call Center Service-related Experience

What we offer:

• $20-25/hr
• A remote first culture
• Annual bonus scheme (dependant on company + individual performance)
• Flex PTO 
• Health, Dental and Vision Insurance
• 13 Paid Holidays
• Company volunteer days

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 payments 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, 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.

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/

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