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.
- 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.
