Field Support Officer at Global Accelerex

Reports To: Regional Support Supervisor; Regional Manager
Direct Reports: NA

Job Role

• We are currently recruiting for the position of Field Support Officer (FSO) across all states/regions in Nigeria.

Job Purpose

• The Field Support Officer role ensures that Global Accelerex’s customers (Merchants and Banks) benefit from our professional visitation support services in their assigned route.
• He/she shall provide prompt, efficient, and dependable support to GA’s customers through scheduled daily visits thereby ensuring 100% uptime of all Point-of-Sale (POS) terminals and other payment channels within the assigned route.

Primary Duties and Responsibilities

• Deploy POS terminals, Train customers (Merchants, Sale/Till attendants) and provide 1st & 2nd level support during scheduled customer visits in accordance with GA’s support guidelines.
• Ensure that all terminals assigned for deployment are promptly and professionally delivered to customers within agreed SLAs, with evidence of duly completed deployment forms.
• Ensure all POS terminals have a clear GA Customer Hotline sticker to report any support related incidents.
• Promote to customers the Hotline 0700-ACCELEREX (0700-222353739) for timely resolution of all customer requests or queries.
• Adhere daily to uploaded roadmap on OPS data system for customer visitation within the route; Upload all merchant visitation report through the authorized channel(s)
• Ensure he/she visits and supports all assigned merchants every month and ensures their POS terminals are working satisfactorily 24/7 in line with agreed Bank SLAs (Minimum 85% Active ratio)
• Ensure prompt resolution of all escalated incidents from Regional Support Supervisor/Relationship Officers/Contact Center with detailed resolution feedback and Test Transaction Receipt (TTR)
• Liaise with the Regional Support supervisor and Relationship Management team to drive re-activation of inactive terminals in the assigned route and to improve the ratio of Deployed vs. Active terminals
• Ensure the retrieval/replacement of faulty terminals as approved by Bank/ Regional Support Supervisor and that each terminal retrieval form is duly completed and acknowledged by the customer.

Other Duties and Responsibilities:

• Seek ways to minimize response time to incident resolution, customer visitation, terminal deployment/retrieval without impacting performance.
• Support ongoing improvements in Company processes pertaining to field support.
• Provide feedback to management on areas of improvement in its operations/service delivery.
• Communication Skills: Smartphone user; ability to use email and proficient in navigating the internet for real-time communication with support team.

Special Working Conditions

• This role requires the employee to manage and build excellent relationship with both easy-going and difficult customers (internally and externally). He/ she will be expected to work at least one day in the weekend and on designated public holidays.
• The employee shall be proficient in oral and written communication, POS terminal management tools, and Microsoft Office application including MS Excel and Word.
• Candidate is expected to have motorcycle riding skills (Compulsory).

Qualification

• Minimum of OND

Requirements:

• Excellent Communication Skill
• Networking and Relationship management skill
• Attentive details
• Goal Oriented
• Problem Solving skill
• Customer centric and
• Ability to ride motorcycle.