Field Support Officer

2 weeks ago

abeokuta, Nigeria Dexnova consulting limited Full time

Position: Field Support Officer

We are hiring in the following Location: Lagos (Jakande, Surulere, Festac, Badagry, Ikorodu, Alaapere, Ketu), Ogun State (Ijebu-ode, Abeokuta, and Shagamu), Osun State, Akwa Ibom (Uyo), Delta State

Employment Type: Full-time
Reports To: Field Support Manager / Team Lead

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, next-gen POS terminals, agency banking, ACH switching, automated settlements, e-commerce, QR/NFC-specific processing, disbursement tools, and terminal management with analytics.
They empower financial institutions and SMEs to accept, process, and manage payments efficiently across devices and channels, enabling seamless payment integration into Africa’s growing digital economy.

What You’ll Do:

-Deploy & Configure Terminals
-Handle logistics of rolling out ARCA 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 vs. 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, 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.

What You Bring:
Education: OND / NCE / Higher National Diploma (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
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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

Why Join ARCA?

-Play a pivotal role in scaling Africa’s digital payments infrastructure
-Hands-on, impactful field work with direct merchant interaction
-Be at the forefront of fintech innovation in card issuance, acquiring, and terminal management
-Dynamic, growth-oriented environment in Lagos’s tech-forward payment space

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