POS Technical Support Officer

This role is tasked with the responsibility of ensuring the optimal performance and reliability of Point of Sale (POS) solutions. This involves the deployment, installation, repair, and upgrade of both POS hardware and software systems. The focus is on meeting client specifications and adhering to industry standards. The maintenance of these systems is also a key part of the role, ensuring that the POS solutions continue to operate at their best. This position plays a crucial role in maintaining the smooth operation of our client’s businesses. The main duties include;

• Loads point of sale terminals firmware and test application per terminal type.
• Configures point of sale settings on Postilion and Terminal Management Systems in line with the defined process flows.
• Performs pre and post POS deployment tests to ensure that business results are adequately tested with minimal risk and compliance with business requirements.
• Attend and process all POS request from business units in a timely manner
• Deploy terminals to merchants and provide all necessary branding and training documentation.
• Conducts product research and request for enhanced products/ service features in line with market trends and customer needs to increase usage of channels.
• Identifies and report POS bugs for resolution by ICT or external service providers.
• Implements enhanced features on POS in order to attain Increased Marginal Revenue.
• Provides internal and external stakeholder technical POS support by repairing terminals and reconfigurations in system.
• Monitors and maintain system and point of sale uptime as per agreed SLA.
• Monitors all transactions processed on POS to avoid risk of loss through revenue leakages, POS routing and configuration errors.
• Execute POS upgrades, incorporating the latest software versions, patches, and firmware updates.
• Evaluate the need for hardware and software upgrades based on terminal performance and evolving business requirements.
• Ensure that upgrades are performed with minimal disruption to merchant daily operations.
• Establish and execute a preventive maintenance schedule for POS hardware and software.
• Maintains merchants’ relationships through direct engagements and implement promotions to increase usage of POS machines.
• Prepare informative reports (internal & external) to inform stakeholders of digital processes, operational efficiency, usage and product adoption.

Qualifications

A Bachelor’s Degree in IT, Finance, or a related field

Must have skills

• Technical expertise
• Problem Solving
• Customer Experience
• Systems Installation
• Troubleshooting
• Databases, Networks and Patch management

Good to have skills

• Communication
• Time Management