Technical Support Lead (Must have Dynamics 365 and CMS (Sitefinity, WordPress, Drupal) experience)
Posted 7 days ago by 1765517216
Negotiable
Outside
Remote
USA
Summary: The Technical Support Analyst - Lead role involves owning the customer support process and providing professional assistance through various communication channels. The position requires troubleshooting Level 1 and potentially Level 2 issues, particularly in Microsoft Dynamics CRM and Sitefinity, while collaborating with internal teams to enhance user experience. The Analyst will also assist in creating support documentation and maintaining accurate records of interactions. This is a remote contract position for 6 months, requiring strong problem-solving and communication skills.
Key Responsibilities:
- Own the customer support process and provide responsive and professional customer support via email, virtual meetings, and other communication channels.
- Troubleshoot and resolve Level 1 issues such as identity proofing, password resets, payment processing, and general navigation of the permitting portal.
- Route inquiries to appropriate program staff when necessary.
- Resolve Level 2 issues using Microsoft Dynamics CRM and Sitefinity.
- Provide support for key integrations like digital payments and API-based services.
- Collaborate with internal teams for 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, and content strategy.
- Maintain accurate records of support interactions and resolutions.
Key Skills:
- 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.
- Experience with web content management systems (e.g., Sitefinity, WordPress, Drupal).
- Strong written and verbal communication skills.
- Demonstrated problem-solving skills and a proactive approach to learning.
- Ability to work independently in a remote environment.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Technical Support Analyst - Lead
Remote
Contract 6 months
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