JOB PURPOSE The Instore Merchant Onboarding and Support officer will be responsible for onboarding, supervision of the Business Support Partners, supporting our merchant (Acquired, Co-acquired and PTSP) terminals. The ideal candidate will also maintain and nurture relationships with new and existing Merchants/Partners/Banks. This individual will interact with the sales and product teams to achieve client expectations and provide recommendations to improve merchant experience. Ideal candidates should be customer centric . Key Responsibilities Field Operations

• Responsible for field support activities on POS terminals managed by Interswitch (primarily, as Acquired, Co-acquired and PTSP) and secondly, for all of Interswitch POS Business
• Responsible for growing the number of merchants in the assigned region and with the assigned Banks
• Responsible for the overall management of field operations in a particular cluster or region as assigned.
• Responsible for Interfacing with Banks Support teams and external client Support issues relating to POS devices
• Ensures that the agreed SLAs/OLAs with Banks and third –party Vendors (where applicable) are adhered to
• In charge of giving feedback on process improvement initiatives to the product, operations, business, engineering, and service management teams
• Responsible for Monitoring all POS terminals assigned to Interswitch as PTSP to ensure the uptime of the terminals 24/7
• Responsible for logging all customers service calls received via phone calls and emails on CRM
• Carries out 1st level Support: Remote Support, Call Support and 2nd Level Support
• Responsible for any or all or the strategic pillars of quality assurance, terminal deployments, repairs and stop gap management, merchant categorisation and merchant visitation list.
• Provides Advisory services to Banks and merchants during daily support activities
• Conducts training of bank staff and merchants on use of POS applications and support
• Reviews effective utilization of product manuals & training manuals
• Conducts quarterly technical sessions for key merchants, PTSP and banks (when necessary)
• Co-manages the administration and training of BSP (Business Support Partners)
• Prepare weekly activity reports for all managed POS devices to Banks and Team Lead
• Prepare an issue report for critical issues encountered in performing daily activities to the Team Lead

Onboarding

• Responsible for Parameter Management (Parameter Generation, Nibss & Kimono Registration, Parameter update/change)
• Merchant profiling on extraswitch, aribiter and related platforms
• Manages the process of terminal provisioning (configuration and certification)
• Provision of merchant onboarding support and ensuring high conversion rate for generated leads
• T erminal consumables and inventory management

Service Operations

• Responsible for administration and management of TMS systems (PAX Store)
• Database management and reporting
• Bridging the link between the technical team (engineering and products) and the support team
• Provision of post-onboarding support
• Partner relationship management
• Merchant training and service review
• Revenue assurance

Competencies

• Demonstrated experience in POS technical support and/or onboarding, and customer relations management
• Clear understanding and appreciation of POS business (PTSP, Acquiring, Co-Acquiring and Agency Banking)
• Sound understanding of terminal transaction routing and processing
• Verifiable experience in PTSP support
• Good interpersonal and collaborative skills
• Proficiency in MS applications (MS Excel, PowerPoint)
• Experience in using tools like CRM, AX, and JIRA.
• Excellent time management skills
• Energetic, proactive team player, target driven and highly motivated.
• Articulate and professional, enthusiastic attitude and a focus on results are required
• Strong communication skills: ability to reach prospects creatively, position solution/products.

EDUCATION

• Academic Qualification(s): Hold a BSc/HND from a reputable tertiary institution Professional

Experience

• Qualification(s): Project Management desirable but not compulsory Experience (Number of relevant years): Minimum professional experience of 2 years in POS support within payments or financial services industry