Job ID: NC-786810 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