Field Support Officer

Responsibilities:

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. 
• 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.

Requirements:

• Minimum 1 year in payment industry roles, ideally in merchant acquiring, PTSP/PSSP environments
• Minimum of OND / NCE / Higher National Diploma (any discipline)
• Hands-on with various POS terminals, technical troubleshooting, and merchant support workflows 

Location: PH, Ekiti, Sango Ota & Agbara, Mowe Ibafo, Jakande (Lekki), Lagos state, VI, Ikoyi, Lagos Island, Surulere, Lagos state, Festac/Badagry, Lagos state, Enugu, Ikorodu/Alapere/Ketu, Lagos state, Osun State, Lugbe, Abuja, Gwarimpa/Kubwa, Delta State, Akwa Ibom, Uyo

Reports To: Field