Analyst

Role Title L1 Store Help Desk Agent Reports To Service Delivery Lead — Store Operations Domain Store Help Desk & Operations (Reactive) Location Offshore India – Noida Shift Coverage 24×7 rotational shifts Experience 1–3 years in voice support / help desk / retail technology support Education Bachelor's degree in any discipline · ITIL Foundation preferred · neutral English accent required ROLE SUMMARY L1 Store Help Desk Agents are the front line of the largest support domain. Fifteen agents across rotating 24×7 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 & EXPERIENC E1–3 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 24×7 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 HAV EPrior 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 & BEHAVIOR SEmpathy — 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 24×7 operation .