Job Description
Client is seeking a Senior Technical Support Analyst for a long-term contract opportunity with one of our direct clients in Raleigh, NC
*This position is remote
Job Description:
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.
· 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.
Knowledge and Abilities:
· Excellent problem-solving and communication skills.
· 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.
· Experience with Dynamics 365 and related Power Platform services and products
Required Skills:
· 7 Years - Experience providing technical support or customer service in a software or web-based environment
· 7 Years - Familiarity with CRM systems, especially Microsoft Dynamics, is highly desirable.
· 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.
Desired Skills:
· Experience with Dynamics 365 and related Power Platform services and products