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

Lead Technical Support AnalystLocation: Raleigh, NC (REMOTE)Duration: 6 monthsSeeking 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 bolthires 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 bolthires 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