Customer Support Specialist

REM

Description

The Support Specialist is a team player with exceptional problem solving skills who enjoys helping our customers with gateway application and website integration questions and issues. The Support Specialist will be empowered to solve problems independently and make decisions that he/she considers to be in the customer’s best interest. The successful incumbent is extremely confident in NMI’s products and in their own ability. They are computer savvy and pick up new computer technologies with ease. These team players are proactive enough to work independently but also enjoy the camaraderie and support of their team.

Responsibilities and Duties

• Answer phone calls and Emails regarding technical support for Affiliate Partners and Merchants
• Communicating with Affiliate Partners on behalf of Merchants who sign up for value added services
• Answering technical questions from both in-house developers and Affiliate Partners
• Learning and maintaining knowledge of new and existing gateway features
• Troubleshooting technical issues by researching and/or collaborating with other team members to provide the client with excellent customer service
• Handle advanced troubleshooting of platforms or services
• Responsible for working with partners, merchants and software providers for integration of our offered services such as QuickBooks SyncPay, iProcess, API, QuickClick, Mobile SDK’s, etc
• Various related projects, as assigned

Requirements

• Minimum of 6 to 12 months of customer service experience
• Minimum of a High School Diploma or GED
• Knowledge of Microsoft Office applications such as MS Word or Excel
• Excellent verbal and written communication skills on the phone as well as in person
• Ability to thrive and learn quickly in a lively work environment
• Strong troubleshooting skills and a passion for problem solving and investigation
• Ability to multitask
• Ability to work both work independently as well as a team
• Experience with programming languages and networking protocols is a plus

Benefits

• Competitive salary and commission package
• 40 hours week with flexi-time
• Health, Dental and Vision Insurance
• Life, ADD, Short-term and Long-term Disability insurance
• 401k matching up to 4% after two months of service
• Flexible Spending Account/Dependent Care/Transit and Commuting Account
• Vacation and Sick time
• 13 Paid Holidays
• Gym membership discount
• Fun Culture Events (March Madness tournament, 80’s day, Chili Cook-off, summer/winter parties)
• Casual dress
• Bonusly colleague reward scheme
• Employee referral scheme with generous financial reward
• We offer paid Parental Leave