Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
Job Summary
- 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
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
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.
Stakeholder Communication:
- Maintain clear, timely communication with merchants, field teams, and internal stakeholders.
- Provide updates on ticket status and expected resolution timelines.
Documentation and Knowledge Sharing:
- Maintain and contribute to support documentation and knowledge base articles.
- Document new issues, solutions, and lessons learned for team learning.
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
Technical Skills:
- Basic knowledge of POS terminals and peripherals
- Understanding of mobile and web-based POS applications
- Familiarity with troubleshooting tools and ticketing systems
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.
Method of Application
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