Field Support Officer

Role Summary

The Field Support Officer will be responsible for supporting deployed POS terminals, improving merchant retention, and ensuring optimal terminal performance across assigned territories. This role combines operations support, relationship management, and field sales to grow and stabilize GetPayed's POS network.

Key Responsibilities

Merchant Support & Retention

• Provide timely on-field and remote support to assigned merchants and agents for device-related and transaction-related issues
• Serve as the first point of contact for merchants within assigned regions
• Proactively engage merchants to reduce churn and improve terminal utilization
• Educate merchants on best practices to increase transaction volumes

Performance Monitoring & Optimization

• Monitor assigned terminals using transaction and terminal dashboards
• Track transaction volumes, uptime, and inactivity trends
• Identify underperforming or dormant terminals and take corrective actions

Field Operations & Reporting

• Conduct routine field visits to merchant locations
• Submit weekly activity, support, and performance reports
• Escalate unresolved issues within defined SLA timelines

Merchant & Agent Acquisition

• Source, onboard, and activate new merchants and POS agents
• Conduct KYC, documentation, and activation processes
• Support terminal deployment and go-live activities

Team Collaboration & Continuous Learning

• Participate in weekly team syncs and monthly training workshops
• Complete required LMS and product training programs
• Share field insights and best practices with the broader team

Requirements

• Minimum requirements to be specified

Compensation & Benefits

• Base Salary: ₦100,000
• Transport allowance: ₦30,000
• Airtime allowance: ₦5,000
• Commissions on merchant acquisition
• Retention and performance bonuses
• Training and career development opportunities