Hybrid Service Consultant – Xstore

at OLR

• Job title: Service Consultant – Xstore
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Hibernate, J2EE, Java, Linux, Oracle, Spring, SQL
• Location requirements: Hybrid, Bangalore, India

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.