POS Technical Support & Implementation Officer

About the role

iGourd provides POS and merchant management software for retail and hospitality businesses. It is looking for a hands-on Technical Support & Implementation Officer in Kampala to help customers set up and use its solutions effectively. The role involves installing and configuring hardware and software, training users and providing on-site and remote support.

Key responsibilities

• Install and configure POS software, terminals, receipt printers, barcode scanners and related equipment.
• Support customer onboarding, including system setup, product data imports and basic configuration.
• Train business owners, cashiers and other users on daily system operations.
• Provide on-site and remote support for software, hardware and connectivity issues.
• Investigate reported problems, document troubleshooting steps and escalate unresolved issues to the technical team.
• Follow up on support requests and confirm that issues have been resolved.
• Test reported issues and verify fixes with guidance from the technical team.
• Maintain clear records of installations, customer training and support activities.
• Collect customer feedback and communicate recurring problems or improvement requests.

Required profile

• Diploma or degree in Information Technology, Computer Science or a related field, or equivalent practical experience.
• At least one year of experience in IT support, software implementation, equipment maintenance or a similar role.
• Good spoken and written English.
• Strong customer service skills, patience and a sense of responsibility.
• Ability to work independently, manage support requests and keep customers informed.
• Willingness to travel to customer locations within the assigned service area.

Required skills

• Basic knowledge of Windows, Android, networking, Wi-Fi and peripheral device setup.
• Ability to troubleshoot problems systematically and explain technical steps clearly to non-technical users.
• Added advantage: experience supporting POS, ERP, inventory or retail management systems, familiarity with retail or restaurant operations, experience configuring receipt printers, barcode scanners and cash drawers, and ability to communicate in Luganda or other languages used by customers.

Applications are received and reviewed through the BrighterMonday portal via the 'Apply Here' section.