Bilingual Support Specialist

NMI

9h•$41,000 - $52,000•Remote

About The Position

Under the direction of the Operations Services Manager, the Bilingual Support Specialist will manage first-level incoming requests from Merchants, and Integrated Software Vendors needing customer/technical assistance with terminals, NMI payment applications, and monthly statements/deposit reconciliation. This role will include working across multiple departments in order to achieve and provide class A service to our merchants and/or partners. Strong focus on the overall merchant experience. Bi-lingual English/Spanish is required for this position. We support our clients with their accounts and processing services through email and inbound phone calls. The department documents all technical and customer support inquiries and issues for tracking purposes.

Requirements

Proficient understanding of the credit card and payment solutions industries a plus
Impeccable communication skills necessary, both verbal and written
Adhere to both written and verbal processes
Ability to work in an evolving environment
Ability to articulate technical information to non-technical clients
Ability to learn quickly
Creative problem-solving skills
Extremely organized
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

Nice To Haves

College experience preferred
Proficient understanding of the credit card and payment solutions industries a plus

Responsibilities

Handles complex inbound and outbound requests, servicing a broader customer service base; selects and explains the best solution to solve technical support inquiries
Provides exceptional service utilizing available resources and tools
Documents every client service inquiry and issue for tracking purposes
Communicate operational concerns to clients with a clear timeline for resolution
Identify and communicate trends across the department
Maintains in-depth knowledge of all products and services to effectively address client concerns
Use problem-solving skills and work with internal and external resources to analyze data and determine the root causes of issues
Resolve complex product and service inquiries or fulfill second-level service requests, including adjustments; select corrective processing execution method or explain the best solution to resolve all client requests; escalate as appropriate
Meets performance expectations by achieving established goals and objectives such as quality and productivity measures
Conduct basic training on products and services as needed for incoming peers
Contributes to team effort by growing as a lead for complex client service inquiries and departmental objectives