# Support Specialist

**Company:** [NMI](https://hotfix.jobs/companies/nmi)
**Location:** Cape Town, South Africa
**Role:** Customer Support
**Salary:** ZAR280k – ZAR315k/yr
**Skills:** Customer Service, It Support, Problem Solving, Ticketing Systems, Payments, Fintech, Data Analysis, Technical Documentation, Customer Onboarding, Product Training
**Posted:** 2026-08-13

> Provides phone and ticket-based support to affiliates, merchants, and clients across payment products, troubleshooting issues and coordinating escalations. The role requires strong customer service, IT knowledge, communication, prioritization, and payments or FinTech experience.

## Job Description

## Responsibilities
- Prioritize and respond to customer inquiries within specified service standards.
- Troubleshoot and resolve client issues promptly, escalating complex issues appropriately.
- Provide clear, empathetic communication to clients.
- Collaborate with CAMs to ensure consistent coverage and seamless client support.
- Support internal colleagues with product-related queries.
- Maintain detailed records of client activity and interactions in the support ticketing system.
- Update and create knowledge garden content for the external help desk portal and internal documentation.
- Partner with Product, Engineering, Compliance, acquirers, and other internal teams to meet client needs and ensure solutions are compliant.
- Contribute to internal projects that improve the customer experience, including internal training programs.
- Onboard new and existing customer accounts and train customers on onboarding and reporting tools.
- Develop deep product knowledge to resolve client inquiries efficiently.

## Requirements
- Excellent customer service skills.
- Strong general IT knowledge.
- Excellent attention to detail.
- Proven problem-solving ability.
- Proactive approach, initiative, and creativity in solving issues.
- Ability to handle complex data sets.
- Ability to prioritize tickets and workload.
- Excellent written and verbal communication skills.
- Positive, can-do attitude.
- Organized and able to work without close supervision.
- Curiosity.
- Experience in the payments and/or FinTech industry.

## Nice-to-haves
- Experience using a customer ticketing system.
- Experience in an IT helpdesk or support role.

## Compensation and Benefits
- Annual salary of R280,000 - R315,000, dependent on experience.
- Annual bonus scheme based on company and individual performance.
- 15 days' holiday plus 12 public holidays, with an additional day after each year of service up to 20 days.
- 45-hour work week.
- Family-friendly policies, including enhanced maternity and paternity pay.
- Company training budget.
- Employee wellbeing support, including mental health first aiders and weekly yoga sessions.
- Employee referral scheme.
- Bonusly colleague reward scheme.
- Culture events, including volunteering days and seasonal parties.
- Medical Aid and Gap Cover.

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