Lead Technical Support Analyst
Location: Raleigh, NC (REMOTE)
Duration: 6 months
Seeking for a proactive and detail-oriented Technical Support Analyst to provide exceptional customer support for our permitting program. You will play a key role in assisting businesses, consultants, and other stakeholders with process and technical issues related to the department's permitting system.
Key Responsibilities:
• Own the customer support process and provide responsive and professional support via email, virtual meetings, and other communication channels.
• Troubleshoot and resolve 'Level 1' issues such as identity proofing, account activation, password resets, login problems, payment processing, and portal navigation.
• Potentially resolve 'Level 2' issues using Microsoft Dynamics CRM and Sitefinity CMS, supporting integrations like digital payments and API-based services.
• Collaborate with internal teams to ensure the timely resolution of customer concerns.
• Assist in creating and maintaining customer support documentation, including How-To Guides and FAQs.
• Partner with the portal team to improve user experience, navigation, layout, and content strategy.
• 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 (7 years).
• Familiarity with CRM systems, especially Microsoft Dynamics (7 years).
• Experience with web content management systems (e.g., Sitefinity, WordPress, Drupal) (7 years).
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users (7 years).
• Experience with Dynamics 365 and related Power Platform services and products is desired.
Apply Now
Apply Now