Technical Support Analyst Lead

Job Summary :

The Technical Support Analyst Lead provides customer support for a permitting program, assisting businesses, consultants, and internal stakeholders with technical and process-related issues. This role involves troubleshooting, resolving issues, creating documentation, and collaborating with internal teams to improve user experience.

Location : Washington, District of Columbia, United States

Responsibilities :

• Provide customer support via email, virtual meetings, and other communication channels.
• Troubleshoot and resolve issues related to account activation, password resets, payment processing, and general navigation.
• Route inquiries to appropriate program staff when necessary.
• Potentially resolve more complex issues, working directly in Microsoft Dynamics CRM and Sitefinity.
• Provide support related to digital payments, dynamic templates, 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 the portal team to improve user experience, navigation, layout, and content strategy.
• Maintain accurate records of support interactions and resolutions.

Required Skills & Certifications :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :