Customer Support Engineer

About Us

We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.

As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.

About Digital Solutions

We provide engineering software tools and enterprise solutions for managing risk to improve safety and performance across industries, including the maritime, energy, and healthcare sectors. Research, development, implementations and partnerships with our customers have earned us the position as a trusted third-party vendor of software and services. We are accelerating the pace of transition toward the digitalization of systems and software-as-a-service (SaaS) solutions to give customers the efficiency and flexibility of the cloud, including the power and insights from advanced analytics.

About The Role

Digital Solutions group is seeking a Technical Support Analyst to act as front-line support, facilitating the care of clients in a welcoming, timely and efficient manner. The responsibilities for this role are answering installation, licensing and environment questions for our desktop and web-based products. The successful candidate must possess exceptional customer service skills and strong customer focus as well strong technical skills to learn the ins and outs of our products.

What You'll Do

• Take calls or respond to emails from external clients about installation or licensing issues on our Cascade desktop and Web applications. Be able to explain in clear and efficient way how to resolve issues, using existing FAQs, previous cases or prior experiences. Have the patience to investigate and work through the issue, regardless of how long it takes to resolve.
• Take first-line calls about our web-based products by asking appropriate questions to determine root-cause of issues: whether it is our Cloud or their on-premises deployment.
• Must be able to shift attention quickly and accurately among multiple tasks without loss of accuracy or appearance of frustration.
• During normal business hours, answer Client Support phone, accurately take client details and log case in Salesforce CRM tool. Using the list of available support team members, transfer the phone call.
• During normal business hours, continuously monitor the Client Support mailbox, and sort and route emails based on pre-defined rules/guidelines.
• Complete the requests for access to our Customer Portal; use research and tools available to determine if access should be granted or denied.
• Follow procedures for escalating issues to other experts, management or another DNV group.
• Build off and develop FAQ documents for internal/external use based on previously answered support cases.
• Share knowledge about the issues resolved, especially with the web-based products with each unique configuration.
  
  

What we offer

• Generous paid time off (vacation, sick days, company holidays, personal days)
• Multiple Medical and Dental benefit plans to choose from, Vision benefits
• Spending accounts – FSA, Dependent Care, Commuter Benefits, company-seeded HSA
• Employer-paid, therapist-led, virtual care services through Talkspace
• 401(k) with company match
• Company provided life insurance, short-term, and long-term disability benefits
• Education reimbursement program
• Flexible work schedule with hybrid opportunities
• Charitable Matched Giving and Volunteer Rewards through our Impact Program
• Volunteer time off (VTO) paid by the company
• Career advancement opportunities
• Benefits vary based on position, tenure, location, and employee election**
  
  

DNV is a proud equal-opportunity employer committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

DNV is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with disabilities. US applicants with a physical or mental disability who require reasonable accommodation for any part of the application or hiring process may contact the North America Recruitment Department ([email protected]). Information received relating to accommodation will be addressed confidentially.

For more information

https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

About You

What is Required

• High school diploma required, some college courses preferred
• At least 5 years of IT technical background, including troubleshooting network infrastructure, client/desktop environments, and web application
• Strong written and verbal English language communication skills
• Basic database skills including SQL
• Ability to guide non-technical person through technical steps to resolve a problem over the phone
• Ability to do documentation review and edits
• Able to work in a team or alone to resolve customer issues
• Innovative thinking and problem solving
• Be on phone calls/web meetings for multiple hours working on a case
• Strong written and verbal English communication skills
• We conduct pre-employment drug and background screening
  
  

Behavioral competencies – experience working on a team, good verbal communication, analytical.

What Is Preferred

• Experience using Salesforce customer information system
• Experience with Azure or other cloud technology
• Knowledge of the electric utility industry
  
  

*Immigration-related employment benefits, for example visa sponsorship, are not available for this position*