Field Support Officer

Field Support Officer
Contract
Prophius is building the future of finance across Africa by empowering businesses to
accept payments in a cheap, safe, reliable, and contactless way. Prophius is led by
top talented leaders offering a great mix of local and international talents and is built
on a culture of innovation and a passion to change the future of finance.
At Prophius, we believe in providing talented people with the environment,
resources, and support to do the best work of their lives. We want great people to
join us, treat them with genuine respect, and give them the means to succeed.

Job Description
The Field Support Officer is responsible for the deployment, visitation, support and
maintenance of terminals. This role involves visiting merchant locations, ensuring the POS devices are functioning properly, providing technical support, and training merchants on the usage of the devices. The officer will also be responsible for troubleshooting issues, performing regular maintenance, and ensuring customer satisfaction.

Responsibilities
● Ensure all POS are properly tested and branded with Prophius support sticker
before deployment
● Understand all products and processes to ensure effective responses to
customer complaints and escalate as required
● Provide on-site technical support to merchants.
● Diagnose and resolve technical issues related to POS terminals.
● Conduct daily visits to assigned merchants to provide support and address
any operational issues.
● Perform troubleshooting and maintenance of POS devices and other related
equipment.
● Ensure timely resolution of any service-related issues reported by merchants.
● Maintain accurate records of visits, issues resolved, and feedback collected.

● Provide detailed reports on daily and monthly merchant visits.
● Collaborate with the internal support team to escalate and resolve complex
issues.
● Ensure compliance with company policies and procedures during field visits.
● Participate in training sessions and stay updated with the latest product
information and support techniques.
● Manage weekend visitations and provide support as needed, ensuring proper
documentation and reporting.
● Perform software updates and maintenance as needed.
● Build and maintain strong relationships with merchants.
● Address merchant concerns and ensure a high level of customer satisfaction.
● Gather feedback from merchants to improve service delivery.

An Ideal Candidate Should Have
● Proficiency in troubleshooting and maintaining POS terminals and related
software.
● Strong problem-solving skills with the ability to diagnose and resolve technical
issues.
● Excellent verbal and written communication skills for training and customer
support.
● Strong customer service orientation with the ability to manage merchant
relationships.
● Ability to lift and transport POS equipment to merchant locations.

It Would Be A Plus To Have
● HND or Bachelor’s degree in a related field.
● Knowledge of POS deployment and support
● Understand POS operations

What Prophius Offers
● Competitive Salary
● Paid Time Off
● Hybrid Work Structure
● Career Growth Opportunities
● Plus Other Benefits