PRIMARY RESPONSIBILITIESGeneral/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 assignedStore 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 errorsFacility & 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 protocolCustomer/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 functionQUALIFICATIONS* 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) feedbackPHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Company: Majors ManagementPosition Title: Store Support Center AgentReports to: Help Desk ManagerJob Type: Full TimeStatus: Non-ExemptPay Range: $20-$22/hr depending on experienceLocation: Onsite, Lawrenceville, GASchedule: Shift-based coverage; may include evenings, weekends, and holidays to support 24/7 store operationsStart Date: Early AugustThe 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.