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POS Support Officer

Lagos, Nigeria

Who We Are

Moniepoint Inc. is on a mission to deliver financial happiness to every African, everywhere, by equipping businesses and individuals with smart financial tools. We are Nigeria’s largest merchant acquirer and one of Africa’s fastest-growing fintechs, processing over $17 billion monthly.

 

Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth

 

About the role

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

 

What to expect in the hiring process

  • A preliminary phone call with the recruiter
  • An interview with the Hiring Team.
  • An interview with a member of our Executive team. 

Moniepoint Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.

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At Moniepoint, we are committed to fostering a diverse and inclusive work environment. We do not discriminate based on gender identity, orientation, or other personal characteristics. To help us track and improve our recruitment efforts and ensure we are meeting our gender inclusion goals, we kindly ask you to answer the following demographic questions. Your responses are voluntary and will not impact your application in any way. Thank you for helping us build a more inclusive team

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