Job ID: NC-786810 (915591211)
Remote/Local MS Dynamics 365/PowerApps Developer (15+) with CRM, Sitefinity/WordPress/Drupal, UX, Smart Flows experience
Location: Raleigh, NC (NCDEQ-ITS)
Duration: 12 Months
Position: 1 (2)
Skills:
Experience providing technical support or customer service in a software or web-based environment Required 7 Years
Familiarity with CRM systems, especially Microsoft Dynamics, is highly desirable. Required 7 Years
Experience with web content management systems (e.g., Sitefinity, WordPress, Drupal). Required 7 Years
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Required 7 Years
Experience with Dynamics 365 and related Power Platform services and products Highly desired
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. 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:
Excellent problem-solving and communication skills.
Experience providing technical support or customer service in a software or web-based environment.
Familiarity with CRM systems, especially Microsoft Dynamics, is highly desirable.
Experience with web content management systems (e.g., Sitefinity, WordPress, Drupal).
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
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.
Preferred:
Experience with Dynamics 365 and related Power Platform services and products