Lead Technical Support Analyst :: Raleigh, NC (REMOTE)

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 tot his job