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Technical Support Analyst Lead
Technical Support Analyst LeadvTech Solution • DC, United States
Technical Support Analyst Lead

Technical Support Analyst Lead

vTech Solution • DC, United States
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Job Summary :

The Technical Support Analyst Lead provides customer support for a permitting program, assisting businesses, consultants, and internal stakeholders with technical and process-related issues. This role involves troubleshooting, resolving issues, creating documentation, and collaborating with internal teams to improve user experience.

Location : Washington, District of Columbia, United States

Responsibilities :

  • Provide customer support via email, virtual meetings, and other communication channels.
  • Troubleshoot and resolve issues related to account activation, password resets, payment processing, and general navigation.
  • Route inquiries to appropriate program staff when necessary.
  • Potentially resolve more complex issues, working directly in Microsoft Dynamics CRM and Sitefinity.
  • Provide support related to digital payments, dynamic templates, 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 the portal team to improve user experience, navigation, layout, and content strategy.
  • Maintain accurate records of support interactions and resolutions.

Required Skills & Certifications :

  • 7+ years of experience providing technical support or customer service in a software or web-based environment.
  • 7+ years of familiarity with CRM systems, especially Microsoft Dynamics.
  • 7+ years of experience with web content management systems (e.g., Sitefinity, WordPress, Drupal).
  • 7+ years of strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
  • Excellent problem-solving skills.
  • Ability to work independently in a remote environment.

    • Preferred Skills & Certifications :

  • Experience with Dynamics 365 and related Power Platform services and products.

    • Special Considerations :

  • Absences greater than two weeks must be approved in advance, and contact information must be provided.
  • The client has the right to dismiss the resource if they do not return to work by the agreed-upon date.

    • Scheduling :

  • Not specified.
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