We are looking for a Customer Support Analyst to join our Customer Support team in the central Bristol office at NMI.

As a Customer Support Analyst, you will provide support on a range of NMI products to live customers via phone and online tickets. You will carry out the onboarding process with new customers, 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.

About Us

NMI develops the most trusted payment software for mobile, online, and in-store that is relied on in 38 countries, 24 hours a day, 365 days a year. With offices in Bristol, New York, Chicago, and Salt Lake City, our payment technology powers millions of customers worldwide, ensuring they can take payments worth billions, securely and reliably.

You've probably used our software when ordering a burger, shopping online, or booking a train ticket - without realizing it! If you want to join a team of industry-leading experts, are passionate, talented, and ambitious, and want to drive the continued development, we want to hear from you!

Requirements

NMI operates a flexitime policy. You work 7 hours a day and the office is open between 8am & 6pm, the core hours you must be at your desk are between 10am & 12pm, 2pm & 4pm. You can choose to take between 30 minutes and 2 hours for lunch between the hours of 12pm & 2pm. Due to current staffing in the team, it would be preferable for the successful candidate to work slightly later hours so that we can ensure that the phones are covered until at least 5.30pm. With that being said, of course, you are able to start and finish earlier on occasion, this will need to be communicated with your team ahead of time to ensure that phones are covered.

Essential Skills and Experience

• Good customer service skills
• Good all-round IT knowledge
• 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 and verbal communication skills
• A positive, 'can do' attitude
• Organized and able to work without close supervision
• Show curiosity and attention to detail

Preferred Skills and Experience

• Experience in using a customer ticketing system
• Experience in an IT Helpdesk or Support role
• Experience in the payments industry

As a big plus but not a necessity we would be keen to see applicants who have some base level coding skills, other IT and Tech skills; or a keen interest in learning and developing this knowledge!

Benefits

• As well as being a part of something exciting every day, you will also receive the following benefits:
• An annual salary of £18,000 - £25,000 (dependant on experience)
• 25 holiday days each year (+ bank holidays + 1 day after each year of service with up to a max. of 30 days)
• Work-life balance with our Flexi-time policy
• 7 hours per day, 35 hours per week
• Annual bonus scheme
• A chance to develop with an allocated company training budget
• Private health insurance
• Bike2Work Scheme (government-backed cycle to work scheme)
• Workplace pension scheme
• Perkbox subscription - discounts on gyms, restaurants, high st retailers, cinema tickets, etc
• Bonusly employee reward scheme
• Free fruit delivered to the office
• Great central BS1 location

We’re looking for creative and passionate people who share our vision of making payments easy. If that sounds like you and you meet the requirements above, then get in touch!

All offers of employment are made subject to receipt of satisfactory background and financial checks.

Please be aware that NMI does not operate a license for the sponsorship of those who are not already eligible to work within the UK. Unfortunately, therefore we cannot process any application from individuals unable to provide documentary evidence of their eligibility to commence work in the UK.