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Oracle XStore L3 Support

Oracle XStore L3 Support

Infogain

4 - 9 years

11 - 21 Lacs

pune bengaluru delhi / ncr

Posted:1 month ago| Platform:

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Skills Required

retail pos xstore oracle retail retail merchandising oracle retail merchandising system xcenter orms sql

Work Mode

Hybrid

Job Type

Full Time

Job Description

Role & responsibilities

Job Responsibilities:

The Support Specialist will be providing production support for a major specialty retailer based in US. Support will focus around Xstore/Xcenter environments along with existing integrations including JDA, financial systems, and other products. This position will be troubleshooting application and integration issues, documenting issues and defects. Must be familiar with T-Sql and Python.

Responsibilities:

Agent receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the SLAs in the ticketing system.
Provides support to corpate and store employees on Xstore, XCenter , and in-house integrations.
Tracks, takes ownership of issues, Resolves issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
Works with Store support, IT helpdesk, and other escalation points to resolve technical issues.
Provides Remote Access Support through various VPN connections.
Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
Follows up with existing tickets/inquiries, as appropriate.
Accurately classifies and records details of inquiries into a web-based ticketing system.
Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.

Must Have:

Strong team player
Excellent written and verbal communication skills.
Ability to write and understand sql queries
The ability to learn quickly and independently, and to determine adhoc solutions to problems where solutions have not been documented.
Be passionate about helping people and resolving issues.
Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.
Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.
Strong interpersonal skills are required.
Ability to understand that users needs are just as important as uncovering the technical solution.
Strong attention to detail, organizational skills and ability to follow-through.

Required Skills:

Minimum of 3 years experience in a customer/user support role.
Minimum 2 years knowledge of Retail POS systems on Micros Xstore
Knowledge in SQL server 2012 or 2016 and databases
Knowledge of Xstore functionality, configuration and structure
Strong customer service, verbal and written communication skills required.
Troubleshooting skills required.
Strong interpersonal communication and customer service skills
Ability to quickly learn business applications and apply this knowledge to assist end users.
Proficient in Windows 10 and use of the Internet.
Must have the ability to multi-task and work well in a fast paced team environment.
Must have strong analytical and problem solving skills.
Ability to maintain a friendly, upbeat and positive attitude.

Desired Skills:

Previous experience with remote desktop connectivity applications like SMS, WebEx, Live Meeting, Kaseya, and Windows Native tools.
Technical Support experience in a Networked environment.
Experience using a Help Desk ticketing system such as FreshDesk ZenDesk or Remedy.
Worked on AMS Tracks
Worked at corporate office that is using Xstore POS at the stores or worked at Oracle.

Please complete the mandatory questions to proceed further.

Preferred candidate profile

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Oracle XStore L3 Support