Store Help Desk Agent

Location -Noida

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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.

• Run end-of-call wrap correctly: code the ticket, capture CSAT survey, close the loop.

• Participate in daily team huddle at shift start; flag any recurring issues for the daily ops review.

• Maintain shift readiness: phones answered within 30s, queue depth managed, no extended adherence breaches.

REQUIRED SKILLS & EXPERIENCE • 1-3 years in voice-led support roles (international help desk, BPO, technical support, customer service for technology products).

• Neutral English accent must be intelligible to US store associates (regional US Southern English speakers); test required at hiring

. • Hands-on ServiceNow experience — incident creation, categorization, transfer, closure. •

Familiarity with at least one POS or retail technology platform: NCR, Verifone, Toshiba, Oracle Retail, or similar. • Comfortable on phones for 6+ hours per shift in a high-volume environment.

• Comfortable working rotating shifts including nights and weekends in a 247 environment.

• Strong active-listening skills — able to hear a panicked store associate's symptom and translate to a categorized ticket.

• Familiarity with Cisco UCCX or equivalent call center platform. PREFERRED / NICE TO HAVE

• Prior experience supporting US fuel/convenience retail (Client, 7-Eleven, Casey's, Wawa, Sheetz, Couche-Tard). • Familiarity with fuel forecourt controllers (Gilbarco, Wayne) and payment terminals (Verifone Engage, Ingenico).

• ITIL v4 Foundation certification.

• Prior exposure to Agent Assist or RAG-based knowledge platforms. SOFT SKILLS & BEHAVIORS • Empathy — store associates are often under pressure when they call; the L1 agent sets the emotional tone. • Composure — handles back-to-back calls without losing patience or accuracy. • Speed without sloppiness — averaging 13-15 minute handle time while still hitting the categorization SLA. • Team player — supports the queue when teammates are on long calls. • Learning mindset — willingly absorbs new runbooks and product training. • Reliability — adherence to shift schedule is non-negotiable in a 247 operation.