Field Support Officers at DexNova Consulting Limited

Responsibilities

Deploy & Configure Terminals

• Handle logistics of rolling out POS terminals (NextGen POS, cardswitching 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.

OnSite & Remote Troubleshooting

• Provide frontline 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 and active terminals, identify underperforming 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, like 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.

Qualification:

• Education: OND / NCE / Higher National Diploma/B.Sc (any discipline)

Experience:

• Minimum 1 year in payment industry roles, ideally in merchant acquiring, PTSP/PSSP environments
• Handson with various POS terminals, technical troubleshooting, and merchant support workflows

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 realtime 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