Support Specialist
NMI
Salary undisclosed
Need a reasonable accommodation to apply or interview? Contact us.
JobMinglr uses automated technology to recommend jobs based on profile information and job preferences. Match Score does not determine eligibility for a position, prevent a user from viewing or applying to a job, or make hiring decisions on behalf of an employer.
Description
As a Support Specialist, you will provide support to live Affiliates, Merchants, and clients across a range of NMI products via telephone and online ticketing, ensuring a high level of customer service at all times. Depending on business needs, your day may involve a combination of phone and ticket-based support. You will also have the opportunity to contribute to cross-functional projects and play a key role in driving continuous improvements across the Support team. The team provides coverage from 8:00am to 5:00pm US Central Time (CST), with shifts typically starting between 3:00pm and 4:00pm SAST (depending on daylight saving time).
About NMI
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.
How We Work - Our Core Values
* 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.
What will I be doing?
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
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
Experience of the payments and/or FinTech industry
Preferred Skills & Experience:
Experience of using a customer ticketing system
Experience in an IT Helpdesk or Support role
As well as being a part of something exciting everyday, you will also receive the following benefits:
- Annual salary of R280,000 - R315,000, dependent on experience.
- Annual bonus scheme (dependant on company and individual performance)
- 15 days holiday + 12 public holidays each year (+ 1 day after each year of service with up to a max. of 20 days)
- 45-hour work week
- Family friendly policies (Enhanced Maternity and Paternity Pay)
- A chance to develop with an allocated company training budget
- A strong commitment to employee wellbeing including mental health first aiders and weekly yoga sessions.
- Employee referral scheme with generous financial reward
- Bonusly colleague reward scheme
- Fun culture events (company volunteering days, seasonal parties)
- Medical Aid and Gap Cover
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/
Benefits
- Annual salary of R280,000 - R315,000, dependent on experience.
- Annual bonus scheme (dependant on company and individual performance)
- 15 days holiday + 12 public holidays each year (+ 1 day after each year of service with up to a max. of 20 days)
- 45-hour work week
- Family friendly policies (Enhanced Maternity and Paternity Pay)
- A chance to develop with an allocated company training budget
- A strong commitment to employee wellbeing including mental health first aiders and weekly yoga sessions.
- Employee referral scheme with generous financial reward
- Bonusly colleague reward scheme
- Fun culture events (company volunteering days, seasonal parties)
- Medical Aid and Gap Cover
About this role
NMI's Support Specialist role offers an opportunity to be the frontline for payment technology customers across multiple channels. You'll handle phone and ticket-based support for Affiliates, Merchants, and clients, troubleshooting issues and escalating complex cases while maintaining detailed records and contributing to knowledge documentation. The position also extends beyond reactive support—you'll partner with internal teams across Product, Engineering, and Compliance, help onboard customers, develop training materials, and drive improvements to the support experience itself.
The role demands strong customer service instincts, solid IT fundamentals, and the ability to manage competing priorities with minimal supervision. Experience in payments or fintech is valued, as is prior exposure to ticketing systems or IT helpdesk work, though the essential requirement is a proactive problem-solver with excellent communication and attention to detail. You'll work in-office in Cape Town during US Central Time hours (typically 3pm–midnight SAST), which shapes both the schedule and the team dynamic.
This is a volunteer position, so compensation and benefits reflect that structure: a salary range of R280,000–R315,000 depending on experience, annual bonus potential, 15 days holiday plus public holidays, medical aid, training budget, and employee wellness programs. It suits someone seeking meaningful work in fintech support who can commit to the Cape Town office location and the specific shift pattern required.
How this employer is doing
solid
- Expanding
- Recent Acquisition
Typical pay for this role
$60,000
Typical range: $40,000 to $80,000
In the news
NMI Expands Business Capital to Help More Small Businesses Access Financing When They Need It, Business Wire
This role's local market on JobMinglr
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Support Specialist postings in Cape Town, and analyze any offer before you accept it.
The path into this work
We map every route into it support specialist work: what to learn, what each certificate costs, and how long each step takes. See the IT Support Specialist career path.
Before you apply, worth reading
How JobMinglr reads this job
Every listing here is scored against your profile before you apply: skills overlap, experience level, location and work arrangement, each weighted and explained. You see the score and the reasons, not just a list. How the matching works.