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 t...