Oracle Xstore Support

Oracle Xstore Support Professional (L2 / L3)

Job Location : Bangalore / Pune / Mumbai / Noida / Gurgaon / Kochi

Ready to work in CST Time zone

We will consider only Immediate joiners

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.

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 database’s

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.

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 SLA’s 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.