Senior POS Associate at Nomba (Formerly Kudi)

About the Role:

• Point-of-sale terminals are essential tools in our efforts to make financial services accessible and affordable.
• We are committed to providing our agents and merchants with exceptional customer experience.
• As a Senior POS Support Associate, you will play a crucial role in delivering quality support to both internal and external stakeholders.
• You will work closely with the POS operations manager, take ownership in improving work processes, and be a key team member.
• To succeed in this position, you will need to have expertise in POS operations and management, as well as advanced knowledge of diagnostic techniques for Android, Linux & RTOS terminals, and a proven ability to provide brilliant and effective issue resolution by applying seasoned problem-solving skills.

As part of your role, you will have the following responsibilities:

• Work with relevant stakeholders to deploy terminals and provide training on Merchant and agent support.
•  Submit weekly activity reports promptly using Zoho CRM Analytics.
•  Ensure 100% quality assurance and testing of new terminals during the testing phase.
•  Maintain excellent relationships with internal & external stakeholders, and provide timely and top-notch support to issues raised via mail or other work channels.
• Ensure adequate back-office support is provided to Field Support Associates & POS support associates.
• Demonstrate excellent leadership skills.
• Be proficient in using Google Sheets.
• Supervise the configuration and the test of POS devices within one week of their arrival.
• Ensure 100% quality assurance and testing of new terminals during the testing phase.
• Provide 90% issue resolution rate and support to field support associates.
•  Implement improved operational measures and policies that promote the optimization of terminals.
• Take ownership of deliverables and business operations with minimal supervision by the Manager.