Moniepoint Inc. is a leading financial technology company that provides a seamless platform for businesses to accept digital payments, access credit and access simple business management tools that enable them to grow with ease. We are the parent company of TeamApt Ltd and Moniepoint MFB and we support over 600,000 businesses to process $12 billion monthly through our digital payment acceptance channels.
Job overview
- 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 ticvolumes, 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
Meet the Qualifications?Apply now at Moniepoint Inc. (Formerly TeamApt Inc.) on job-boards.eu.greenhouse.io