L1 Store Help Desk - Agent

L1 Store Help Desk Agents are the front line of the largest support domain. Fifteen agents across

rotating 247 shifts handle inbound calls and tickets from Client store associates and managers across

500+ stores. The role is high-volume (~360 tickets/day across the team), voice-led (calls come in via

Cisco UCCX), and time-pressured (P1 store-down has a 10-minute response SLA). Agents follow Agent

Assist runbook prompts, resolve what they can on first contact (target 70% FCR), and escalate to L2 only

when the issue exceeds L1 scope.

KEY RESPONSIBILITIES

• Answer inbound calls from Client store associates and managers within the 30-second call answer

target (85% attainment).

• Open and categorize tickets in ServiceNow during the call priority correctly assigned within 30

seconds.

• Use Agent Assist (Claude-powered RAG over runbooks) to surface the right resolution steps;

follow the guided procedure.

• Resolve POS issues, payment partial outages, scanner/printer problems, password resets, access

requests, and how-to questions on first contact where possible.

• Diagnose register-down issues including network connectivity, payment terminal pairing, software

re-launch procedures.

• Handle Manager Portal and back-office app issues including login problems, report generation,

and data sync issues.

• Escalate to L2 with full context when the issue exceeds the runbook scope — never escalate

without documenting what was already attempted.

• For P1 'store-down' calls, follow the priority protocol: notify L2 immediately, get the store

associate into the bridge, do not drop until resolution.

• Maintain real-time ticket update discipline — every step taken is logged in ServiceNow before

moving on.