L1 Store Help Desk - Agent

NLB Services; Dadri; On-site; INR 250,000 - 350,000; Full time

Job summary

NLB Services in India is seeking Store Help Desk Agents to be the frontline of our support domain, handling high-volume inbound calls and tickets from 500+ stores. You will work in a voice-led, fast-paced environment with strict SLAs and use runbooks to resolve issues on first contact where possible.

You will log steps in ServiceNow, leverage Cisco UCCX and Agent Assist, and escalate to L2 with full context.

Qualifications

• Experience in customer support or help desk roles.
• Ability to manage high-volume calls and tickets with accuracy.
• Familiarity with ticketing workflows, SLAs, and runbooks.

Responsibilities

• Answer inbound calls from store associates/managers within target times.
• Open and categorize tickets in ServiceNow with priority within 30 seconds.
• Use Agent Assist to surface resolution steps and follow guided procedures.
• Resolve POS issues, payment outages, scanner/printer problems, and password resets on first contact.
• Diagnose store-down and network-related issues and perform re-launch procedures.
• Handle Manager Portal and back-office app issues including login and reports.
• Escalate to L2 with full context when runbook scope is exceeded and document attempts.

Skills

Customer support

Call handling

Ticketing system

Troubleshooting

Communication

Escalation

Tools

ServiceNow

Cisco UCCX

Agent Assist (Claude-powered)

Job description

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 elevate 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 elevate 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.