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.

2 to 4 years of hands-on experience in providing technical support for Xstore POS systems or similar retail systems.
Bachelor's degree in Business, Computer Science, or related field
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.

Service Consultant – Xstore POS, Level 2

Key skills