Overview
Remote
Depends on Experience
Contract - W2
Contract - 12 Month(s)
Skills
Microsoft Dynamics CRM
Sitefinity
Smart Flows
API based services
UX
Web content management systems
Dynamics 365
Power Platform services
Job Details
Job Title: NC DEQ - Technical Support Analyst - Lead (786810) in Raleigh, NC (Remote)
Duration: 6 Months
Interview: Either Webcam Interview or In Person
The last date: 12/11/2025
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.
- 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 the portal team to improve user experience (UX), navigation, layout, and 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
Skills & questions matrix: (To be filled)
Skill | Required / Desired | Amount of Experience | No of years of experience you have |
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 | ||
Q1: Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed-upon date. Do you accept this requirement? (Yes/No) | |||
Q2: Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment. |
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