Technical Support Representative- 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

Tier 1 — Frontline Support

Mission

Resolve the highest possible share of inbound contacts on first touch, set accurate expectations on everything else, and protect Tier 2 capacity by handing off only what genuinely needs deeper investigation.

Core responsibilities

• Answer all inbound channels: phone calls in Five9, and website cases and live chat in Microsoft Dynamics 365. Acknowledge, classify, and prioritize every case.
• Verify customer identity and site context (account name, store name, register model) before troubleshooting.
• Resolve account and access issues: password resets, user provisioning, role changes, MFA recovery, locked sessions.
• Walk users through standard configuration: department setup, item maintenance, price book entry, store hierarchy, basic report parameters.
• Perform basic DC Box connectivity troubleshooting: confirm power and network cables are seated correctly, verify the DC Box is online and reaching our platform, restart the unit, validate basic in-store wiring between the DC Box and the cash register.
• Handle basic firewall setup at the store: confirm required outbound ports / hosts are allowed, walk the customer or their IT contact through opening them when blocked.
• Re-pull or resend standard feeds the customer can request without engineering: end-of-day reports, scan data exports, etc.
• Answer how-to and product-education questions from the knowledge base; identify gaps and submit KB drafts for review.
• Capture clear, reproducible case notes — symptom, store, timestamp, exact error text, steps tried — so escalations are usable on first read.
• Escalate or assign to Tier 2 when the case requires deeper technical investigation, advanced network troubleshooting, a suspected defect, or production data lookups, or when the customer specifically requests a Tier 2. Once escalated or assigned, Tier 1 hands off cleanly and Tier 2 takes over the customer relationship for that case.
• File an Azure DevOps work item or otherwise elevate to development only when explicitly directed by Tier 2.

Required technical and domain skills

• Working knowledge of fuel-retail and convenience-store operations: shifts, EOD, fuel inventory, lottery, money orders, manager close-outs.
• Basic networking literacy: cables, switches, IP / DHCP basics, and the ability to walk a non-technical customer through opening firewall ports.
• Comfort with Dynamics 365 case management, Five9 phone handling, web admin portals, basic CSV / spreadsheet review, and screen-sharing tools.
• Clear written English — case notes are read by Tier 2 and CSMs and must stand on their own.
• Ownership instinct — owns the case through resolution up to the point of a clean handoff.