Position Overview

RecruitGo is seeking a detail-oriented and customer-focused Application Consultant (L2) to join our support team. In this role, you will provide first-line support for our enhanced NCR Counterpoint point-of-sale (POS) system, serving a diverse client base in the retail industry. You’ll play a key role in troubleshooting technical issues, supporting retail workflows, and ensuring our clients experience smooth and uninterrupted operations.

This position is ideal for a tech-savvy problem solver who thrives in a fast-paced environment, enjoys working directly with clients, and has experience supporting POS systems and related hardware.

Responsibilities:

Client Support & Troubleshooting 

• Respond to inbound support tickets, calls, and emails related to Rapid POS's enhanced NCR Counterpoint system 

• Troubleshoot functional issues across key retail workflows: inventory, purchasing, reporting, customer data, and point-of-sale transactions 

• Configure and support hardware peripherals including receipt printers, barcode scanners, electronic scales, and signature capture devices 

• Document ticket activity clearly and accurately in ConnectWise throughout the support lifecycle 

• Escalate complex issues to Tier 2 or programming teams with proper context and documentation 

Technical Troubleshooting & System Support 

• Perform intermediate SQL Server troubleshooting (table-level review, data issues affecting application performance) 

• Support remote desktop gateways (RDGW), virtualized Hyper-V environments, and login/access issues on Windows servers 

• Maintain working knowledge of MS Server and SQL Server licensing structure 

• Support configuration of antivirus software, backup tools, and RMM tools like ConnectWise Automate 

• Identify and assist in resolving basic to intermediate networking/routing issues, escalating advanced problems when necessary 

• Test solutions or patches developed by programmers and help implement automated fixes for recurring issues 

Collaboration & Knowledge Sharing 

• Partner with internal teams including programming, infrastructure, vCIOs, and account managers to ensure smooth client experience 

• Proactively contribute to knowledge base documentation and internal support resources 

• Participate in onboarding and training efforts for new client users when necessary 

• Maintain high levels of professionalism and care when interacting with clients, especially during escalated situations.

Requirements: 

• 3+ years of experience in helpdesk or technical support, preferably in a retail or POS environment 
• Strong familiarity with Microsoft Windows OS, SQL Server, and basic networking principles 
• Excellent written and verbal communication skills in English 
• Comfortable supporting hardware peripherals and retail workflows 
• Experience supporting U.S.-based clients during U.S. business hours 
• Reliable remote setup: high-speed internet, headset, webcam, and backup power source.

Nice to have: 

• Experience with NCR Counterpoint or a similar POS system 
• Prior retail experience (even as a store associate) 
• Certifications: CompTIA A+, Network+, MCSA, CCNA, or PCI QIR

Why RecruitGo?

RecruitGo seamlessly links world-class business partners with top-tier global talent in emerging markets. Secure legal employment through our Employer of Record services and embark on a journey to unparalleled professional opportunities.

• Salary: 59,500 PHP
• Work Set up: Remote
• Work Schedule: Mondays to Fridays from 8:00 AM to 5:00 PM EST Eastern Time
• Working Device: Will be provided
• Diverse Challenges: Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding.
• Team Collaboration:  Join forces with a supportive team, where your insights and contributions are valued.
• Inclusivity: Be part of an inclusive and diverse workplace that values your contributions. Work with the internal team to ensure timely delivery of services to clients and ensure that clients & expectations are met.