Job Description

NewSouth Technologies is in search for a proactive, detail-oriented Technical Support Analyst – Lead (Dynamics 365) to deliver high-quality customer and technical support for the program.

This position plays a critical role in supporting businesses, consultants, agency staff, and other external/internal stakeholders who rely on the department’s permitting system.

The Analyst will act as the primary point of contact for customer support, resolving technical issues, improving user experience, and collaborating with cross-functional teams to ensure seamless portal operations.

***This position is based in the Raleigh, NC region, but can be FULLY REMOTE for the ideal candidate!***

***This is an initial 6-12 months contract position, with the possibility of a long-term extension.***

***The hourly rate for this role is about $70HR - $75HR depending on the ideal candidate's background and experience.***

Key Responsibilities

Customer Support Ownership

• Serve as the lead point of contact for the customers, delivering responsive, professional support via email, virtual meetings, and other communication channels.
• Maintain ownership of the customer support process from inquiry to resolution.

Level 1 Technical Support

Troubleshoot and resolve foundational support issues including:

• Identity proofing and account activation
• Password resets and login problems
• Payment processing and transaction troubleshooting
• General navigation and usability of the permitting portal
• Routing inquiries to appropriate program staff when escalation is required
• Internal user permissions and system authorization

Level 2 Support & System Investigation

• Investigate and resolve more advanced issues within:
• Microsoft Dynamics CRM (backend)
• Sitefinity CMS (frontend)
• Troubleshoot integrations related to:
• Digital payments
• Dynamic templates / Smart Flows
• API-based services
• Work directly with technical teams to diagnose system configuration, data, or workflow issues.

Collaboration & Continuous Improvement

• Partner with internal teams to ensure customer issues are resolved in a timely and accurate manner.
• Assist in the creation, improvement, and maintenance of customer support documentation, including FAQs, process guides, and How-To documentation.
• Work closely with the portal team to improve user experience (UX), navigation, layout, and content structure.
• Maintain accurate records of all support interactions, resolutions, and follow-up actions.

Requirements

• 7+ years of experience providing technical support or customer service in a software or web-based environment.
• 7+ years of experience working with CRM systems — Microsoft Dynamics highly preferred.
• 7+ years of experience with web content management systems such as Sitefinity, WordPress, or Drupal.
• Strong written and verbal communication skills with the ability to clearly explain technical concepts to non-technical users.
• Excellent troubleshooting and problem-solving abilities, with a proactive mindset toward learning new systems and resolving complex issues.
• Ability to work independently in a remote environment while collaborating effectively with distributed teams.

Preferred

• Experience with Dynamics 365 , Power Platform services (Power Apps, Power Automate), and related Microsoft ecosystem tools.
• Familiarity with API-based service integrations, digital payment workflows, and template automation (“Smart Flows”).
• Experience supporting permitting systems, government systems, or regulatory workflows.

The ideal candidate should be:

• A strong communicator who enjoys helping users succeed
• A system investigator who can work in CRM, CMS, and integrated platforms
• A detail-oriented professional who documents clearly and thoroughly
• A problem-solver who takes ownership of issues until full resolution
• A collaborator who can recommend improvements and contribute to better user experiences

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