Customer Support Analyst

  • Full Time
  • Bristol


What is the role?

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

You will provide support on a range of NMI products to live customers via phone and online tickets. You will carry out the on-boarding process with new customers, ensuring a high level of customer service at all times.

Candidates who are natural problem-solvers with high levels of customer service and attention to detail will excel in this role. The primary function of the role will be to work as part of the general support team, reporting directly to the UK Support Manager.

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, Chicago, Salt Lake City and New York, 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, paying for parking or booking a train ticket – without realising it!

A great place to work!

At NMI we are proud of our people-first culture, we know that our people are what makes NMI great and they are at the centre of everything that we do. We run Employee Engagement Surveys twice a year and are extremely pleased that our staff say our culture and the people are the best things about working at NMI, and we have to agree!

We have a firm commitment to strengthening the diversity of our workforce, and therefore welcome and encourage applications from all communities and underrepresented groups.

We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to NMI, as diversity makes us stronger.

What will I be doing?

  • Onboarding new and existing customer accounts
  • Training customers on our onboarding & reporting tools
  • Supporting internal colleagues with general queries relating to our products
  • Updating/creating knowledge garden content (our external help desk portal with information for customers)
  • Updating/creating internal documentation
  • Working with acquirers/other teams to ensure customer solutions are compliant
  • Providing general support for customers using our products/services
  • Internal projects to help improve the customer experience
  • Building out internal training programs


Essential Skills and Experience:

  • Excellent customer service skills
  • Excellent all round IT knowledge
  • Excellent attention to detail
  • Proven problem solving ability
  • Proactive, shows initiative and creativity in solving issues
  • Ability to handle complex data sets
  • Ability to prioritise tickets and workload
  • Excellent written & verbal communication skills
  • Positive, ‘can do’ attitude
  • Organised and able to work without close supervision
  • Show curiosity and excellent attention to detail

Preferred Skills & Experience:

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

As a big plus, but not a necessity, we would be keen to see applicants who have some experience in reading technical log files (including JSON and XML); or a keen interest in learning and developing this knowledge!


As well as being a part of something exciting everyday, you will also receive the following benefits:

    • Annual salary of £20,000 – £25,000 (dependant on experience)
    • 25 days holiday each year (+ bank holidays + 1 day after each year of service with up to a max. of 30 days)
    • Flexible working hours to suit your lifestyle (employees can start their day between 8am and 10am and finish between 4pm and 6pm)
    • A hybrid working arrangement
    • Family Friendly policies (Enhanced Maternity and Paternity Pay and Shared Parental Leave)
    • Annual Bonus scheme
    • We provide our employees with fantastic career progression opportunities, offering specific courses and the possibility to gain further qualifications.
    • Private health insurance upon successful completion of your probationary period
    • A strong commitment to employee wellbeing including mental health first aiders, yoga sessions and employee assist programme
    • Cycle to Work Scheme (government-backed cycle to work scheme)
    • Workplace pension scheme
    • Perkbox subscription – discounts on gyms, restaurants, high street retailers, cinema tickets etc
    • Bonusly colleague reward scheme
    • Employee referral scheme with generous financial reward

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

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