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
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