> Markdown version of [/jobs/ext/1402978-technical-support-representative-tier-1](https://www.wearedevelopers.com/jobs/ext/1402978-technical-support-representative-tier-1). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Representative- Tier 1 - **Company:** Petrosoft, LLC - **Location:** Pittsburgh, PA, United States - **Salary:** $41,600.0 - $43,680.0 - **Contract:** Permanent contract - **Skills:** Microsoft Azure, Spreadsheets, Dynamic Host Configuration Protocol, Network Troubleshooting, LiveChat, Microsoft Dynamics, Networking Cables, Operational Databases, User Provisioning Software - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=51f5de25a4147105 ## About the Role * 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. ## Description * 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. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Launching a marketplace on-time: A lesson in taking shortcuts using spreadsheets!](https://www.wearedevelopers.com/videos/477-launching-a-marketplace-on-time-a-lesson-in-taking-shortcuts-using-spreadsheets) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Azure-Well Architected Framework - designing mission critical workloads in practice](https://www.wearedevelopers.com/videos/1529-azure-well-architected-framework-designing-mission-critical-workloads-in-practice) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [AI for Enterprise Developers - Dr. Damir Dobric](https://www.wearedevelopers.com/videos/1831-ai-for-enterprise-developers-dr-damir-dobric) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [ Dev Digest 213: Petrol Prices, Agentic Workflows, AI Skills and CODE100!](https://www.wearedevelopers.com/magazine/718-dev-digest-213-petrol-prices-agentic-workflows-ai-skills-and-code100) - [How to Have an Effective 1-on-1 Meeting](https://www.wearedevelopers.com/magazine/451-how-to-have-an-effective-1-on-1-meeting) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)