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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills and IT knowledge while effectively managing customer onboarding and support processes. Capable of creating documentation and training materials to enhance customer experience and internal operations.
Highest-signal resume keywords
Customer Service SkillsIT Helpdesk ExperienceProblem-Solving AbilityExperience in Payments IndustryCustomer Ticketing System Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data ManagementKnowledge ManagementProcess DocumentationCustomer OnboardingReporting Tools
Soft Skills
Attention to DetailProactive InitiativeOrganizational SkillsWritten CommunicationVerbal Communication
Tools & Technologies
Customer Ticketing System
Certifications & Qualifications
Satisfactory Background Check
Industry Keywords
FinTechPayments
About the role
Key responsibilities & impact- Provide support on NMI software products to live customers via online tickets and phone support
- Onboard new and existing customer accounts
- Train customers on onboarding and reporting tools
- Support internal colleagues with product-related queries
- Update and create Knowledge Garden content for customers
- Update and create internal process documentation
- Work with acquirers and other teams to ensure customer solutions are compliant
- Provide general customer support via online tickets
- Contribute to internal projects improving customer experience
- Help build internal training programmes
- Report directly to the Support Manager
Requirements
What you’ll need- Excellent customer service skills
- Excellent all-round IT knowledge
- Excellent attention to detail
- Proven problem-solving ability
- Proactive, showing initiative and creativity in solving issues
- Ability to handle complex data sets
- Ability to prioritise tickets and workload effectively
- Excellent written and verbal communication skills
- A positive, 'can do' attitude
- Organised and able to work without close supervision
- A natural curiosity
- Experience in the payments and/or FinTech industry
- Satisfactory background and financial checks
- Experience using a customer ticketing system (preferred)
- Experience in an IT Helpdesk or Support role (preferred)
Benefits
Comp & perks- Annual bonus scheme dependent on individual and company performance
- 25 days holiday each year (+ bank holidays + 1 day after each year of service with up to a max. of 30 days)
- Workplace pension scheme
- Private medical insurance (upon 30 days of employment)
- 7 hours per day, 35 hours per week
- A remote first culture
- Great work-life balance with our Flexi-time policy
- Family Friendly policies (Enhanced Maternity and Paternity Pay and Shared Parental Leave)
- A chance to develop with an allocated company training budget
- Bike2Work Scheme
- Lifeworks, an Employee Assistance Programme which offers wellbeing, family and financial support services, such as assessments, resources and even 1:1 counselling sessions; discounts on gyms, restaurants, high street retailers and cinema tickets
- A strong commitment to employee wellbeing including mental health first aiders
- Employee referral scheme with generous financial reward
- Bonusly colleague reward scheme