Service and Support Analyst

Xforia Technologies; Bengaluru; On-site; INR 6,00,000 - 8,00,000; Full time

Job summary

A technology solutions provider is seeking a Service and Support Analyst for Dining Services & Retail Systems. The role focuses on providing technical support for systems like Symphony POS and GEMpay. Ideal candidates will have over 4 years of experience in similar environments, strong troubleshooting skills, and excellent communication abilities. This position involves frontline support, collaboration with teams, and system performance monitoring.

Qualifications

• 4+ years of experience supporting POS systems, preferably Symphony.
• Strong troubleshooting and problem-solving skills.
• Ability to work in fast-paced environments.

Responsibilities

• Provide frontline support for Symphony POS system.
• Manage and resolve GEMpay system issues.
• Collaborate with business units for effective solutions.
• Monitor system performance and escalate complex issues.

Skills

Troubleshooting skills

Customer service abilities

Communication skills

Ability to work independently

Tools

Symphony POS

GEMpay

Job description

Overview

Job Title: Service and Support Analyst Dining Services & Retail Systems

Experience: 4+ years

The Service and Support Analyst provides technical and operational support for the Dining Services and Gift Shop retail systems, primarily focusing on the Symphony point-of-sale (POS) platform and the GEMpay Badge Payroll Deduct system. This role ensures seamless day-to-day operations, resolves system issues, and collaborates with business stakeholders to enhance user experience and system performance.

Responsibilities

• Provide frontline support for the Symphony POS system used in Dining Services and Gift Shops, including troubleshooting hardware and software issues.
• Manage and resolve Badge Payroll Deduct (GEMpay) system issues, ensuring accurate and timely payroll deductions for purchases.
• Collaborate with business units to understand operational needs and deliver effective technical solutions.
• Monitor system performance and escalate complex issues to vendors or internal T&D teams as needed.
• Assist with system upgrades, testing, and go-live support for new implementations or enhancements.
• Train end users on system functionality and best practices.
• Document support procedures, issue resolutions, and system configurations.
• Participate in cross-functional projects to improve service delivery and system integration.

Qualifications

• Experience supporting POS systems, preferably Symphony or similar retail platforms.
• Familiarity with payroll deduction systems such as GEMpay.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills

• Experience with Symphony POS and GEMpay or similar retail/payroll systems.
• Strong troubleshooting and customer service skills.
• Ability to mentor and guide Team members or Consultants.
• Familiarity with project management principles and tools.
• Excellent communication, organization, and time management skills.