Technical Support Analyst - Lead

Role: Technical Support Analyst

Location: Raleigh, NC Remote from USA

Duration: 6 months

Overview:

We are seeking a proactive and detail-oriented Technical Support Analyst to provide customer support for our permitting program (PTP). This full-time contractor plays a key role in assisting businesses, consultants, and other external and internal agency stakeholders with process and technical issues related to the department's permitting system.

Key Responsibilities:

• The candidate will "own" the customer support process and provide responsive and professional customer support via email, virtual meetings (screen sharing), and other communication channels.
• Troubleshoot and resolve issues related to 'Level 1' areas such as:
  • Identity proofing and account activation
  • Password resets and login problems
  • Payment processing
  • General navigation and use of the permitting portal
  • Routing inquiries to appropriate program staff when necessary
  • Internal user permissions and system authorization
• Potentially resolve 'Level 2' and similar issues, working directly in Microsoft Dynamics CRM (backend) and Sitefinity (frontend CMS) to investigate and resolve user issues. In addition, the Analyst would provide support related to key integrations such as digital payments, dynamic templates ("Smart Flows"), and API-based services.
• Collaborate with internal teams to ensure timely resolution of customer concerns.
• Assist in the creation and maintenance of customer support documentation, including How-To Guides and FAQs.
• Partner with portal team to improve user experience (UX), navigation, layout, content strategy to refine and improve user/staff experience
• Maintain accurate records of support interactions and resolutions.

Qualifications:

• Excellent problem-solving and communication skills.
• Experience providing technical support or customer service in a software or web-based environment.
• Familiarity with CRM systems, especially Microsoft Dynamics, is highly desirable.
• Experience with web content management systems (e.g., Sitefinity, WordPress, Drupal).
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated problem-solving skills and a proactive approach to learning and issue resolution.
• Ability to work independently in a remote environment while collaborating effectively with team members.

Preferred:

• Experience with Dynamics 365 and related Power Platform services and products

7 Years Experience required for the below skills:

• Experience providing technical support or customer service in a software or web-based environment
• Familiarity with CRM systems, especially Microsoft Dynamics, is highly desirable.
• Experience with web content management systems (e.g., Sitefinity, WordPress, Drupal).
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Experience with Dynamics 365 and related Power Platform services and products