Store Help Desk Agent

Location -Noida Please share your cv at surbhi.malhotra@nlbtech.com 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.