Service Consultant - Xstore(L2)

Job Overview: 

We are looking for a highly skilled Xstore L2/L3 Support Specialist to join our dynamic L2/L3 support team. This position is ideal for someone with experience in managing and troubleshooting Xstore POS systems and providing efficient support to end-users. As an Xstore Support Specialist, you will be responsible for diagnosing/analysis and resolving complex system issues, ensuring system uptime, and contributing to the overall optimization of retail operations. Also, should be involved in 1 or 2 implementations in past. 

Key Responsibilities: 

• Troubleshoot Xstore POS Issues: Provide technical support for Xstore POS systems (both L2 and L3 levels) to resolve system issues related to transactions, integration with backend systems, or hardware malfunctions. 

• System Configuration & Maintenance: Assist in the configuration and maintenance of Xstore systems, including setup, upgrades, and patches. 

• Incident Management: Handle escalated technical incidents (L2/L3) related to the POS systems, ensuring timely resolution while maintaining service level agreements (SLAs). 

• Root Cause Analysis: Identify and diagnose the root causes of issues impacting Xstore operations, providing solutions that prevent recurrence. 

• Collaboration: Work closely with internal teams (network, infrastructure, development) and third-party vendors to ensure seamless POS system operations. 

• User Training and Documentation: Develop and maintain user guides, knowledge base articles, and conduct training sessions for store associates on the proper use of Xstore POS. 

• Performance Monitoring: Monitor system performance, generate reports, and proactively address any performance degradation or technical issues. 

• Upgrades and Patches: Assist in the planning and execution of Xstore POS software upgrades and patches to ensure systems are always up-to-date and secure. 

• Support Documentation: Maintain detailed records of troubleshooting efforts, issue resolutions, and changes made to the system. 
  
  

Required Skills and Qualifications: 

• Experience: 2 to 4 years of hands-on experience in providing technical support for Xstore POS systems or similar retail systems. 

• Technical Expertise: Strong understanding of Xstore POS application architecture, system integrations (e.g., with MFCS, CRM, ORCE, OMS and OROB), and basic hardware troubleshooting. 

• Java & Frameworks: Good knowledge of Java/J2EE and frameworks like Spring and Hibernate, with the ability to troubleshoot and enhance backend services. 

• Problem-Solving: Excellent problem-solving skills with the ability to analyze complex technical issues and develop effective solutions. 

• Communication Skills: Strong verbal and written communication skills, with the ability to communicate technical issues to non-technical users. 

• Retail Knowledge: Experience working within a retail environment or understanding retail workflows is highly preferred. 

• Database Skills: Familiarity with databases (SQL, Oracle) to assist in troubleshooting and query analysis. 

• Tools & Platforms: Experience with ticketing systems (JIRA), remote desktop tools, and system monitoring tools. 

• Operating Systems: Strong working knowledge of Windows Server, Linux, or similar server environments.