Technical Support Analyst (Raleigh)

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 departments 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 :