Store Support Center Agent

Store Support Center Agent

Reports to: Help Desk Manager

Job Type: Full Time

Status: Non
- Exempt

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.

• 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; elevate 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

• 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

• 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

• 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

• Basic familiarity with…