POS Technical Support

Key Responsibilities

1. POS Installation, Configuration & Deployment

• Assist in the installation, setup, and activation of POS terminals for new merchants and partners.
• Configure POS devices based on merchant requirements and Sadad’s payment platform standards.
• Ensure proper integration with backend systems, payment gateways, and merchant applications.

2. Technical Troubleshooting & Support

• Provide first-level and second-level technical support to resolve hardware, software, and connectivity issues.
• Respond to support tickets, calls, or merchant visits to troubleshoot transaction failures, device errors, or software bugs.
• Ensure minimal downtime and rapid issue resolution through remote or onsite intervention.

3. Merchant Training & Support

• Train merchants on POS device usage, troubleshooting basics, transaction processing, and reporting tools.
• Provide user manuals, FAQs, and post-deployment technical support to ensure merchant independence and satisfaction.
• Act as a technical liaison between merchants, operations, and backend support teams.

4. Device Maintenance & Upgrades

• Perform regular health checks, firmware updates, and hardware maintenance of deployed POS systems.
• Coordinate device swaps, repairs, or replacements in case of hardware failure.
• Maintain accurate records of device inventory, deployment status, and support history.

5. Security & Compliance Monitoring

• Ensure POS terminals comply with QCB cybersecurity guidelines, PCI DSS standards, and Sadad’s security protocols.
• Report and mitigate any potential vulnerabilities, tampering incidents, or compliance risks.
• Support the audit process by ensuring all POS operations are properly documented and traceable.

6. Documentation & Reporting

• Document all technical issues, resolutions, and support actions taken through Sadad’s ticketing system or CRM tools.
• Generate incident and performance reports for internal tracking and regulatory reporting purposes.
• Support ongoing efforts to improve POS deployment SOPs and technical support protocols.

Job Types: Full-time, Permanent