NC DEQ - Technical Support Analyst - Lead

We are seeking a proactive and detail-oriented Technical Support Analyst - Lead to provide customer support for our permitting program (PTP).

Overview :

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 :

Preferred :

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Experience providing technical support or customer service in a software or web-based environment

Required

Years

Familiarity with CRM systems, especially Microsoft Dynamics, is highly desirable.

Required

Years

Experience with web content management systems (e.g., Sitefinity, WordPress, Drupal).

Required

Years

Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

Required

Years

Experience with Dynamics 365 and related Power Platform services and products

Highly desired

Questions

No.

Question

Question1

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?

Question2

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.

Question3

Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?

Question4

Vendor must notify the agency if any portion of the requirements listed in this task order are to be outsourced to other countries. Do you accept this requirement?

Question5

Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?

Question6

Candidates submitted above the rate of $$$ will not be considered. Do you accept this requirement?

Question7

Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?