Store Support Center Agent

Store Support Center Agent

Company: Majors Management

Reports to: Help Desk Manager

Job Type: Full Time

Status: Non-Exempt

Pay Range: $20-$22/hr depending on experience

Location: Onsite, Lawrenceville, GA

Schedule: Shift-based coverage; may include evenings, weekends, and holidays to support 24/7 store operations

Start Date: Early August

The Store Support Agent is the primary front-line point of contact for the Store Support Center, delivering "One Number, One Team, One Experience" service to Majors Management and MAPCO store locations. This role handles Tier 1 and select Tier 2 inquiries across three domains: Store Technology (IT), Facility & Maintenance (troubleshooting and dispatch), and Customer/Guest Experience (CCT). The Agent is responsible for accurately diagnosing the caller's issue, resolving it directly whenever possible, and following documented escalation, dispatch, or handoff procedures when it falls outside Tier 1 scope. This is a cross-trained, multi-domain role supporting the organization's move from five separate, disconnected support lines to a single unified support experience.

Primary Responsibilities

General/Cross Functional

• Answer inbound contacts (phone and eventually chat/email via Zendesk/NiCE) as the single point of entry for all store support needs
• Use structured intake and triage questions to correctly identify whether a contact is a Store Technology, Facility & Maintenance, or CCT/Guest Experience issue
• Create, document, and update every contact as a ticket in Zendesk with accurate categorization, notes, and resolution steps no verbal-only resolutions
• Apply Knowledge Base (KB) articles as the first line of resolution; use AI-assisted tools (Cognigy IVA, NICE Mpower Copilot) to confirm not originate categorization and resolution steps
• Follow published severity definitions and SLA targets for response and resolution; escalate promptly when a case exceeds Tier 1 scope or SLA risk
• Flag recurring or unusual issues to the Team Lead for Root Cause Analysis (RCA) and KB improvement
• Meet or exceed individual performance targets for Average Handle Time (AHT), First Contact Resolution (FCR), adherence/shrinkage, and quality scores
• Escalate unresolved issues to Tier 2 support with complete notes, following the documented escalation matrix
• Other duties as assigned

Store Technology (IT) Support

• Provide Tier 1 troubleshooting for in-store point-of-sale (POS) systems, handheld scanning devices, related peripherals, and password resets
• Assist with basic network connectivity issues (e.g., register/lane connectivity, printer connectivity, terminal reboots) using documented triage steps
• Support label printer setup, error resolution, and basic maintenance guidance
• Walk store personnel through step-by-step resolution scripts for common POS, register, and device errors

Facility & Maintenance Support (Troubleshooting & Dispatch)

• Field facility and equipment calls, including fuel dispensing equipment, tank monitoring systems, HVAC, refrigeration, electrical, and plumbing issues
• Apply Tier 1 troubleshooting steps before dispatch (e.g., basic reset procedures, alarm code lookups, safety checks) to resolve issues without a truck roll where possible
• Determine appropriate priority/severity level and dispatch a technician or vendor when an issue cannot be resolved remotely, following the FM Dashboard workflow
• Accurately log work orders, including trade, issue type, and priority, ensuring data quality (e.g., never logging a bare "General" category without the associated trade)
• Coordinate with overnight/after-hours vendor coverage (e.g., Guardian Fueling Technologies) for calls outside internal team hours, per current coverage model
• Provide store personnel with safety guidance for urgent facility conditions (e.g., fuel spill, gas smell, power outage) and follow emergency escalation protocol

Customer/Guest Experience (CCT)

• Support store-facing customer and guest experience concerns, including loyalty program issues, promotions, and account/portal access questions
• Assist with mystery shop, guest complaint, and satisfaction-related inquiries per documented procedures
• Communicate clearly on order, licensing, banking, and site-change matters that intersect with the guest experience function

Qualifications

• Basic familiarity with point-of-sale systems, retail technology, or facility/maintenance concepts preferred; full training provided on all company-specific systems and platforms
• Comfortable navigating multiple systems simultaneously (phone platform, ticketing, KB, dispatch tools) while on a live call
• Commitment to delivering courteous, efficient service to store personnel and guests on every contact
• Ability to correctly assess severity/urgency and decide when to resolve, dispatch, or escalate
• Clear verbal communication with callers and precise, complete written documentation in Zendesk/FM Dashboard
• Willingness to cross-train across all three support domains as the Store Support Center matures through each rollout phase
• Ownership of ticket outcomes and follow-through until resolution or proper handoff
• Willingness to learn ticketing platform (NICE CXone), an AI-assisted support tool (Cognigy IVA) and agent-assist tool (NICE Mpower Copilot), a ticketing and Knowledge Base system (Zendesk), Salesforce, and a maintenance dispatch and work order tracking tool (FM Dashboard)

Education and/or Experience

• High school diploma or equivalent required; associate degree or relevant technical certification a plus
• 1+ years of experience in a customer service, help desk, or call center environment (preferred)

Reporting and Performance Metrics

• First Contact Resolution (FCR) rate
• Ticket documentation accuracy and completeness
• Adherence to schedule and shrinkage targets
• Quality assurance (QA) call/ticket review scores
• Escalation appropriateness (right issue, right tier, right time)
• Store/guest satisfaction (CSAT) feedback

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, walk, talk, hear, use hands to type data, operate business equipment and dial the telephone.