Oracle XStore L3 Support

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