Store Help Desk Agent

NLB Services; Dadri; Hybrid; INR 300,000 - 500,000; Full time

Job summary

NLB Services is hiring L1 Store Help Desk Agents in Dadri, India. As part of a high-volume environment, agents will manage inbound calls and tickets, supporting Client store associates across many locations.

The role demands excellent communication skills and hands-on ServiceNow experience, with agents expected to resolve technical issues efficiently and maintain an empathetic approach during interactions, especially under pressure.

Qualifications

• 1–3 years in voice‑led support roles such as technical support or customer service.
• Hands-on experience with ServiceNow for incident management.
• Familiarity with POS or retail technology platforms like NCR or Verifone.

Responsibilities

• Answer inbound calls from Client store associates and manage ticket resolutions.
• Categorize tickets accurately during calls within specified SLAs.
• Diagnose and resolve technical issues related to POS and retail technology.

Skills

Voice-led support experience

Active listening skills

ServiceNow experience

Customer service for technology products

Neutral English accent

Tools

ServiceNow

Cisco UCCX

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 escalates 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 escalated 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.