Why Join 7-Eleven Global Solution Center?

When you join us, you'll embrace ownership as teams within specific product areas take responsibility for end-to-end solution delivery, supporting local teams and integrating new digital assets. Challenge yourself by contributing to products deployed across our extensive network of convenience stores, processing over a billion transactions annually. Build solutions for scale, addressing the diverse needs of our 84,000+ stores in 19 countries.

Experience growth through cross-functional learning, encouraged and applauded at 7-Eleven GSC. With our size, stability, and resources, you can navigate a rewarding career. Embody leadership and service as 7-Eleven GSC remains dedicated to meeting the needs of customers and communities.

Why We Exist, Our Purpose and Our Transformation?

7-Eleven is dedicated to being a customer-centric, digitally empowered organization that seamlessly integrates our physical stores with digital offerings. Our goal is to redefine convenience by consistently providing top-notch customer experiences and solutions in a rapidly evolving consumer landscape. Anticipating customer preferences, we create and implement platforms that empower customers to shop, pay, and access products and services according to their preferences.

To achieve success, we are driving a cultural shift anchored in leadership principles, supported by the realignment of organizational resources and processes.

At 7-Eleven we are guided by our Leadership Principles. Each principle has a defined set of behaviours which help guide the 7-Eleven GSC team to Serve Customers and Support Stores.

1. Be Customer Obsessed
2. Be Courageous with Your Point of View
3. Challenge the Status Quo
4. Act Like an Entrepreneur
5. Have an "It Can Be Done Attitude
6. Do the Right Thing
7. Be Accountable

Job Title: Associate - Technical Support

Job Responsibilities:

- Provide technical support to stores, and internal stakeholders through voice, chat, and remote support channels.
- Handle inbound and outbound support interactions professionally, ensuring a positive customer experience.
- Diagnose and resolve POS, DEX, software, application, and basic network connectivity issues.
- Log, categorize, prioritize, and update incidents and service requests accurately within the ticketing system.
- Ensure timely resolution of incidents and requests in accordance with defined Service Level Agreements (SLAs)



and turnaround times (TATs).
- Perform L1 and L2 troubleshooting and drive issues toward first contact resolution (FCR) wherever possible.
- Escalate unresolved or complex technical issues to senior specialists, supervisors, or designated resolver groups.
- Monitor assigned ticket queues and maintain ownership of incidents through to closure.
- Communicate effectively with users regarding issue status, resolution progress, and expected timelines.
- Provide technical support to stores and business users using phone, chat, email, and remote assistance tools.
- Maintain accurate documentation of troubleshooting steps, resolutions, and store interactions.
- Meet and exceed key performance indicators (KPIs) including FCR, CSAT, Quality Score, Productivity, Response Time, and Resolution Time.
- Collaborate with cross-functional teams to resolve technical issues and improve service delivery.
- Identify recurring issues and contribute to knowledge base articles, process documentation, and continuous improvement initiatives.
- Follow established incident management, escalation, and service desk processes.
- Adhere to shift schedules, attendance requirements, and operational guidelines in a 24/7 support environment.
- Maintain high standards of customer service, professionalism, and technical support quality.
- Participate in training programs, skill development activities, and continuous learning initiatives.

Job Requirements

- 2 to 6 years of experience in a Global Service Desk, Technical Support Center, IT Help Desk, or Customer Support environment.
- Experience providing support through voice, chat, email, and remote support channels.
- Strong troubleshooting skills across, store facilities, Windows operating systems, applications, browsers, hardware, and basic networking concepts.
- Experience working with ticketing tools such as ServiceNow, Jira, Remedy, or similar platforms.
- Understanding of incident management and service desk operations.
- Knowledge of SLA management, ticket lifecycle management,



and escalation procedures.
- Excellent verbal and written communication skills with strong customer service orientation.
- Ability to multitask, prioritize workload, and work effectively in a fast-paced environment.
- Experience supporting retail, POS, store systems, or enterprise applications is an added advantage.
- Knowledge of ITIL concepts and service management best practices is preferred.
- Strong problem-solving and analytical skills with attention to detail.
- Willingness to work from the office 5 days a week and support US business hours/night shifts in a 24/7 operational setting.

Privileges & Perquisites: 7-Eleven Global Solution Center offers a comprehensive benefits plan tailored to meet the needs and improve the overall experience of our employees, aiding in the management of both their professional and personal aspects.

Work-Life Balance: Encouraging employees to unwind, recharge, and find balance, we offer flexible and hybrid work schedules along with diverse leave options. Supplementary allowances and compensatory days off are provided for specific work demands.

Well-Being & Family Protection: Comprehensive medical coverage for spouses, children, and parents/in-laws, with voluntary top-up plans, OPD coverage, day care services, and access to health coaches. Additionally, an Employee Assistance Program with free, unbiased and confidential expert consultations for personal and professional issues.

Top of Form

Wheels and Meals: Free transportation and cafeteria facilities with diverse menu options including breakfast, lunch, snacks, and beverages, customizable and health-conscious choices.

Certification & Training Program: Sponsored training for specialized certifications. Investment in employee development through labs and learning platforms.

Hassel free Relocation: Support and reimbursement for newly hired employees relocating to Bangalore, India.

7-Eleven Global Solution Center is an Equal Opportunity Employer committed to diversity in the workplace. Our strategy focuses on three core pillars workplace culture, diverse talent and how we show up in the communities we serve. As the recognized leader in convenience, the 7-Eleven family of brands embraces diversity, equity and inclusion (DE+I). Its not only the right thing to do for customers, Franchisees and employees its a business imperative.

📌 Analyst - Technical Support Voice (Bengaluru)
🏢 7 Eleven Corporate Services
📍 Bengaluru