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.