Support Specialist (Bilingual - English/Spanish)

Job Description

NMI is seeking a Bilingual Support Specialist to manage first-level incoming requests from Merchants and Integrated Software Vendors. This role involves providing customer and technical assistance with terminals, NMI payment applications, and monthly statements/deposit reconciliation. The Support Specialist will work across multiple departments to deliver excellent service, focusing on the overall merchant experience. They will support clients through email and inbound phone calls, documenting all inquiries and issues for tracking purposes.

• Handles complex inbound and outbound requests
• Provides solutions to technical support inquiries
• Documents client service inquiries and issues
• Communicates operational concerns with clear timelines
• Identifies and communicates trends across the department
• Maintains in-depth knowledge of products and services
• Uses problem-solving skills to analyze data and determine root causes
• Resolves complex product and service inquiries
• Meets performance expectations and contributes to team efforts

Requirements:

• Proficient understanding of the credit card and payment solutions industries
• Impeccable communication skills, both verbal and written
• Ability to adhere to written and verbal processes
• Ability to work in an evolving environment
• Ability to articulate technical information to non-technical clients
• Ability to learn quickly and demonstrate creative problem-solving skills
• Extremely organized with the ability to multi-task
• Computer and Internet literate (“Tech savvy”)
• Ability to adhere to attendance policy
• High School Diploma or equivalent
• 4+ Year(s) Customer Service-related Experience
• 2+ Year(s) Call Center Service-related Experience

What NMI offers:

• A remote first culture
• Annual bonus scheme
• Flex PTO
• Health, Dental and Vision Insurance
• 13 Paid Holidays
• Company volunteer days