What are the responsibilities and job description for the Cascade Technical Support Analyst position at DNV GL, USA?
DNV's - Digital and Data Solutions Electric Grid 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, application and environment questions for our client server desktop application and web-based products. The successful candidate must possess exceptional customer service skills and strong customer focus as well as strong technical acumen to learn the ins and outs of our products.
This position is located at our office in Portland, OR, Corvallis, OR, Houston, TX or Mechanicsburg, PA. presenting a dynamic hybrid schedule where employees will typically spend three (3) days per week working from either a DNV office or client location/site. Further details regarding role-specific requirements will be shared during the interview process. The position may also be considered at other DNV offices within the continental U.S.
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
- Articulate solutions in a clear and concise manner by leveraging existing FAQs, previous cases and/or prior experiences
- Address first-line calls about our web-based products by asking appropriate questions to determine root-cause of issues
- Answer Client Support phone, perform case intake tasks and log case in Salesforce CRM tool
- During normal business hours, continuously monitor the Client Support mailbox, and sort and route emails based on pre-defined rules/guidelines
- Complete requests for access to our Customer Portal; use research and tools available to determine if access should be granted or denied
- Act as liaison between client, Solution Operations group, consulting and development teams when investigating customer support issues
- Provide IT related information to the development, test and support teams as we build our knowledge of web-based products and environments
- 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 and document knowledge gained about the issues resolved and contribute to best practices
- Monitor Azure usage, trends and critical components to ensure client's application meets requirements of the implementation