POS Support Officer

Moniepoint Group

Who We Are
Moniepoint Inc. is on a mission to deliver financial happiness to every African, everywhere, by equipping businesses and individuals with smart financial tools. We are Nigeria’s largest merchant acquirer and one of Africa’s fastest-growing fintechs, processing over $17 billion monthly.
Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth
About The Role
The POS Support Officer is responsible for providing support for Point-of-Sale (POS) hardware and software used by Business Owners. This includes troubleshooting issues, coordinating resolutions with the product team, ensuring minimal downtime, and maintaining a high level of service quality. The role serves as a critical bridge between end users, technical teams, and external partners.
Key Responsibilities
Incident Management and Support

• Respond to and resolve POS hardware and application-related incidents within defined SLAs.
• Log, track, and update support tickets
Perform basic troubleshooting on POS terminals

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Troubleshooting and Escalation

• Guide users through step-by-step solutions for hardware and application issues.
Escalate unresolved or critical issues to the appropriate support tiers

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Root Cause Analysis and Reporting

• Identify root causes of recurring issues and document findings.
Assist in generating daily/weekly reports on ticket volumes, issue trends, and SLA compliance.

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Stakeholder Communication

• Maintain clear, timely communication with merchants, field teams, and internal stakeholders.
Provide updates on ticket status and expected resolution timelines.

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Documentation and Knowledge Sharing

• Maintain and contribute to support documentation and knowledge base articles.
Document new issues, solutions, and lessons learned for team learning.

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Requirements
Education and Experience

• HND or Bachelor’s degree, Computer Science, Engineering, or related field (preferred)
1–2 years of experience in a technical support or IT helpdesk role, preferably in a retail or payment environment

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Technical Skills

• Basic knowledge of POS terminals and peripherals
• Understanding of mobile and web-based POS applications
Familiarity with troubleshooting tools and ticketing systems

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Soft Skills

• Strong problem-solving and analytical skills
• Excellent verbal communication
• Ability to remain calm under pressure and handle high-volume support environments
Customer-focused attitude with a sense of urgency

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What To Expect In The Hiring Process

• A preliminary phone call with the recruiter
• An interview with the Hiring Team.
An interview with a member of our Executive team.

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Moniepoint Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.
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