What are the responsibilities and job description for the Technical Support Lead/ Customer Support Process Lead position at RedSalsa Technologies, Inc.?
Job Details
Title: NC DEQ - Technical Support
Location: Raleigh, NC/ Remote
Duration: 6 Months
In-person Interview
Description:
We are seeking a proactive and detail-oriented Technical Support Analyst - Lead to provide customer support for our permitting program (PTP).
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:
o Identity proofing and account activation
o Password resets and login problems
o Payment processing
o General navigation and use of the permitting portal
o Routing inquiries to appropriate program staff when necessary
o 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
Skills :
Skill Required / Desired Amount of Experience
Experience providing technical support or customer service in a software or web-based environment Required 7 Years
Familiarity with CRM systems, especially Microsoft Dynamics, is highly desirable. Required 7 Years
Experience with web content management systems (e.g., Sitefinity, WordPress, Drupal). Required 7 Years
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Required 7 Years
Experience with Dynamics 365 and related Power Platform services and products Highly desired
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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