Field Support Officer

2 weeks ago

Uyo, Nigeria Dexnova consulting limited Full time

Candidates from the following locations are strongly advised to apply:
Benin
Jakande (Lekki), Lagos state
Surulere, Lagos state
Festac/Badagry, Lagos state
Ikorodu/Alapere/Ketu, Lagos state
Ogun State (Ijebu-Ode, Abeokuta, Sagamu)
Osun State
Akwa Ibom (Uyo)
Delta state

Job Summary

Our client is an advanced fintech platform driving Africa’s digital payments revolution. They deliver innovative, inclusive solutions across the open banking ecosystem, spanning card switching and processing, card issuing (Visa & Mastercard), next-gen POS terminals, agency banking, ACH switching, automated settlements, e-commerce, QR/NFC-specific processing, disbursement tools, and terminal management with analytics.

We empower financial institutions and SMEs to accept, process, and manage payments efficiently across devices and channels, enabling seamless payments integration into Africa’s growing digital economy.

Employment Type: Full-time

Responsibilities
-Deploy & Configure Terminals
-Handle logistics of rolling out POS terminals (Next-Gen POS, card-switching devices) to merchants.
-Configure, test, and prepare terminals to ensure seamless operation in the field.
-Merchant Training & Support
-Guide merchants on terminal setup, payment acceptance (card, QR, NFC), and ask them questions to ensure they’re comfortable with hardware and software usage.
-On-Site & Remote Troubleshooting
-Provide front-line technical support either through merchant visits or remotely to resolve device or connectivity issues, uphold uptime SLAs, and ensure smooth payment operations.
-Monitoring & Reporting
-Track deployed and active terminals, identify under-performing or inactive units, and liaise with support supervisors to reactivate or replace as needed.
- Document activity, support logs, and terminal status reports diligently.
-Consumables & Inventory Management
-Manage and distribute essential support materials, like SIM cards, chargers, receipt papers, etc, and maintain organized records of terminal deployments, replacements, and hardware inventory.
-Compliance & Change Management
-Adhere to change control and compliance protocols.
- Ensure that all terminal updates, security patches, and device changes align with company policies.

Qualification:
Education: OND / NCE / Higher National Diploma/B.Sc (any discipline)

Experience:
• Minimum 1 year in payment industry roles, ideally in merchant acquiring, PTSP/PSSP environments
• Hands-on with various POS terminals, technical troubleshooting, and merchant support workflows

Skills:
• Strong knowledge of POS terminal hardware/software setup and diagnostics
• Excellent communication skills capable of explaining technical concepts simply
• Skilled in using smartphones, email, and web tools for real-time reporting
• Capacity to work flexible hours, including field visits and potential occasional weekends/public holidays

Nice-to-Haves:
• Experience in ACH switching, agency banking, or card issuing ecosystems
• Analytical mindset for terminal performance metrics and uptime optimization

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