Technical Support Analyst Lead (Remote) at Serigor Inc.

Job Title: Technical Support Analyst - Lead (Hybrid) Location: Raleigh NC Duration: 12 Month 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 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 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. 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. Skills: Skill Required/Desired Amount of Experience 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 Key Skills Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications Employment Type : Full Time Experience: years Vacancy: 1