POS Support Officer at Moniepoint Inc.

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.