Roles & 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.
Experience
Skills
- Primary Skill: Oracle SOA Architecture
- Sub Skill(s): Oracle SOA Architecture
- Additional Skill(s): Oracle Apps DBA, Oracle POS, Oracle Apps - Functional, Oracle Apps - Technical, SQL
About The Company
Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).
Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Kraków, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.
