RemoteDescription: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 client stakeholders with process and technical issues related to the client’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 activationPassword resets and login problemsPayment processingGeneral navigation and use of the permitting portalRouting inquiries to appropriate program staff when necessaryInternal user permissions and system authorizationPotentially 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 experienceMaintain 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 productsRequired / Desired SkillsSkill Required / Desired Amount of ExperienceExperience providing technical support or customer service in a software or web-based environment Required 7 YearsFamiliarity with CRM systems, especially Microsoft Dynamics, is highly desirable. Required 7 YearsExperience with web content management systems (e.g., Sitefinity, WordPress, Drupal). Required 7 YearsStrong written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Required 7 YearsExperience with Dynamics 365 and related Power Platform services and products Highly desiredNotes:RemoteVIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description: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 client stakeholders with process and technical issues related to the client’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 activationPassword resets and login problemsPayment processingGeneral navigation and use of the permitting portalRouting inquiries to appropriate program staff when necessaryInternal user permissions and system authorizationPotentially 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 experienceMaintain 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 productsRequired / Desired SkillsSkill Required / Desired Amount of ExperienceExperience providing technical support or customer service in a software or web-based environment Required 7 YearsFamiliarity with CRM systems, especially Microsoft Dynamics, is highly desirable. Required 7 YearsExperience with web content management systems (e.g., Sitefinity, WordPress, Drupal). Required 7 YearsStrong written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Required 7 YearsExperience with Dynamics 365 and related Power Platform services and products Highly desiredNotes:Remote
(Please ensure email matches your resume email)
(document types allowed: doc/docx/rtf/pdf/txt) (max 2MB)
By submitting this form, you are consenting to the VIVA team contacting you via Phone/Email