Senior Onboarding Consultant responsible for customer training and project management for Goodlord's platform. Engaging with clients to ensure effective use of products during onboarding.
About the role
- Xstore L2/L3 Support Specialist looking for someone to manage and troubleshoot Xstore POS systems and support end-users in retail.
Responsibilities
- 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.
- Assist in the configuration and maintenance of Xstore systems, including setup, upgrades, and patches.
- Handle escalated technical incidents (L2/L3) related to the POS systems, ensuring timely resolution while maintaining service level agreements (SLAs).
- Identify and diagnose the root causes of issues impacting Xstore operations, providing solutions that prevent recurrence.
- Work closely with internal teams (network, infrastructure, development) and third-party vendors to ensure seamless POS system operations.
- Develop and maintain user guides, knowledge base articles, and conduct training sessions for store associates on the proper use of Xstore POS.
- Monitor system performance, generate reports, and proactively address any performance degradation or technical issues.
- Assist in the planning and execution of Xstore POS software upgrades and patches to ensure systems are always up-to-date and secure.
- Maintain detailed records of troubleshooting efforts, issue resolutions, and changes made to the system.
Requirements
- 2 to 4 years of hands-on experience in providing technical support for Xstore POS systems or similar retail systems.
- Strong understanding of Xstore POS application architecture, system integrations (e.g., with MFCS, CRM, ORCE, OMS, and OROB), and basic hardware troubleshooting.
- Good knowledge of Java/J2EE and frameworks like Spring and Hibernate, with the ability to troubleshoot and enhance backend services.
- Excellent problem-solving skills with the ability to analyze complex technical issues and develop effective solutions.
- Strong verbal and written communication skills, with the ability to communicate technical issues to non-technical users.
- Experience working within a retail environment or understanding retail workflows is highly preferred.
- Familiarity with databases (SQL, Oracle) to assist in troubleshooting and query analysis.
- Experience with ticketing systems (JIRA), remote desktop tools, and system monitoring tools.
- Strong working knowledge of Windows Server, Linux, or similar server environments.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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