Software Support Analyst
*Local to Raleigh, NC only please
*This is a remote position
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.
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.
Skills/Knowledge/Experience:
- 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.
Required Skills/Knowledge/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
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
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