Technical Support Representative- Tier 1

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 escalate to development only when explicitly directed by Tier 2.

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.