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.



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


  • 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
  • Terminal 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


  • 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.



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



  • 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


Paymate - Digital Commerce & Merchant Acquiring


Lagos Office   |   Permanent


July 5, 2023

Apply now