FIELD SUPPORT OFFICER
FIELD SUPPORT OFFICER
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Job Description
We are seeking a self-starter with a strong ownership spirit customer focused technical and analytical ability.
The Field Support Officers (FSO) are responsible for providing technical support to agents & merchants (acquired co-acquired and PTSP) POS terminals. They also support some customized POS solutions and projects for other business lines such as Pay Direct Bills Payment on POS car access solution fuelling etc.
They engage in routine visitation to client locations for reactivation of dormant/inactive POS terminals retrieval of dormant/inactive POS terminals first level support for merchants deployment of POS terminals and related accessories training of merchant on terminal usage thereby driving adoption of our innovative products on the terminals. Escalation of merchant issues enquiries and challenges are also a key aspect of their duties as this is expected to ensure our terminals are the preferred option of payment in these locations. This is a non-fixed term contract and could be terminated should any or all the KPIs are not met.
Key Responsibilities:
- Provision of technical and onboarding support to merchants.
- Deployment and retrieval of POS terminals to/from merchants.
- Training of merchant on POS terminal usage and other related products.
- Providing daily terminal support at designated merchant locations.
- Keep records of support materials (SIM cards chargers batteries etc.).
- Attend to any other task assigned by the Supervisor/Lead.
- Drive the usage and adoption of alternative payment options on the terminals.
- Monitor and grow transaction volume and value of assigned merchants.
- Grow monthly active merchants.
- Offer first (L1) and second level (L2) support to merchants.
- Provide market/competition feedback on trends and product features.
- Participate in brand awareness drive with marketing team.
- Staff are expected to own smart phones with an active data subscription to be able to respond to emails and chats share reports via email or WhatsApp in real time.
- Working hours are Mon-Fri- (9:00am-6:00pm with 1hr lunch break) but expected to be available on phones 24 hours 7 days a week and go out on visitation on weekend and public holiday on work exigencies.
Key Performance Metrics:
- Achieve 80% daily support visitation to merchant locations with a minimum visitation per merchant of twice a month.
- Achieve 100% visitation feedback per month.
- Achieve 80% terminal activity. The terminal activity is set at a minimum value of N100K monthly.
- Achieve 80% on the activation and usage of alternative channels with activity set at a minimum value of N100K monthly.
- Achieve 80% deployment TAT of terminals accessories and other related materials.
- Achieve 80% resolution on support cases.
- Achieve 70% inactive terminals retrieval.
- Earnable commission on merchants onboarded at N1K per merchant.
Job Type: Contract
Duration: 6 months (with the possibility of renewal).
Contract Renewal: The contract is renewable based on performance and project requirements.
Qualifications :
- Minimum of OND or equivalent from a reputable tertiary institution.
- Excellent Communication Skill.
- Networking and Relationship management skill.
- Attentive details.
- Goal Oriented.
- Problem Solving skill.
- Customer centric and
- Ability to ride motorcycle (Optional).
Additional Information :
PayZeep offers a supportive and dynamic work environment with numerous benefits:
- Competitive Compensation.
- 5-day workweek.
- Wellness Programs.
- Employee Training Programs.
- Opportunities for Growth and Development.
.How to apply:
- Submit an online application.
- You will receive an email response with further instructions.
- You will receive a second link via email for your panel interview.
- A member from our Talent Team will contact you to provide feedback and updates as appropriate.
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
