Frontline Technical Support Specialist Tier 1

Petrosoft LLC; Pittsburgh (Allegheny County); On-site; USD 42,000 - 64,000; Full time

Job summary

Petrosoft LLC is seeking Tier 1 Frontline Support to resolve a high share of issues on first contact. You will verify store context, guide users through basic configurations, and handle account access problems.

The role requires clear written notes and a proactive handoff to Tier 2 when deeper investigation is needed. Based in Pittsburgh, the position involves working with Dynamics 365, Five9, and standard KBs to deliver timely, customer-focused resolutions.

Qualifications

• Must demonstrate clear written English for case notes and customer communication.
• Ability to verify identity and store context before troubleshooting.
• Ownership mindset to carry cases through resolution and clean handoffs to Tier 2.

Responsibilities

• Answer inbound channels: phone, website cases, and live chat; classify and prioritize cases.
• Verify customer identity and site context before troubleshooting.
• Resolve account and access issues (password resets, MFA, provisioning, roles).
• Guide users through basic configuration and reporting parameters.
• Troubleshoot DC Box connectivity and basic network/firewall tasks.
• Provide KB-based product education and draft gaps for review.
• Capture reproducible case notes for Tier 2 escalations.
• Escalate to Tier 2 when deeper investigation is needed; ensure clean handoffs.

Skills

Customer support ownership

Basic networking literacy

Dynamics 365 case management

Five9 phone handling

Azure DevOps

Screen sharing

English written communication

Escalation and handoff

Tools

Dynamics 365

Five9

Azure DevOps

Screen sharing tools

CSV/Spreadsheets

Job description

Petrosoft LLC is seeking Tier 1 Frontline Support to resolve a high share of issues on first contact. You will verify store context, guide users through basic configurations, and handle account access problems.

The role requires clear written notes and a proactive handoff to Tier 2 when deeper investigation is needed. Based in Pittsburgh, the position involves working with Dynamics 365, Five9, and standard KBs to deliver timely, customer-focused resolutions.