Field Support Officer

Responsibilities:

Merchant Support & Retention:

• Provide timely, on-field, and remote support to assigned merchants and agents for device-related and transaction-related issues.
• Serve as the first point of contact for merchants within assigned regions.
• Proactively engage merchants to reduce churn and improve terminal utilization.
• Educate merchants on best practices to increase transaction volumes.

Performance Monitoring & Optimization:

• Monitor assigned terminals using the transaction and terminal dashboard.
• Track transaction volumes, uptime, and inactivity trends.
• Identify underperforming or dormant terminals and take corrective actions.

Field Operations & Reporting:

• Conduct routine field visits to merchant locations.
• Submit weekly activity, support, and performance reports.
• Escalate unresolved issues within defined SLA timelines.

Merchant & Agent Acquisition:

• Source, onboard, and activate new merchants and POS agents.
• Conduct KYC, documentation, and activation processes.
• Support terminal deployment and go-live activities.

Team Collaboration & Continuous Learning:

• Participate in weekly team syncs and monthly training workshops.
• Complete required LMS and product training programs.
• Share field insights and best practices with the broader team.

Requirements:

• Minimum of OND in any related field.
• Must reside within assigned operational locations.

Locations: Lagos - Apapa, Ogun -Abeokuta, Adamawa -Yola, Abia- Umuahia,  Akwa Ibom - Uyo, Anambra - Onitsha, Bauchi - Bauchi, Bayelsa Yenagoa, Benue- Markurdi, Gombe-Gombe, Ebonyi -Abakaliki, Edo- Benin, Jigawa-Duste, Kaduna- Kaduna, Kano- Kano, Katsina - Katsina, Kebbi-Birin Kebbi, Nasarawa- Lafia, Niger-Minna, Plateau-Jos, Rivers -PortHarcourt & Obio Akpor, Sokoto- Sokoto, Taraba- Jalingo, Yobe- Damaturu.