Note: The job is a remote job and is open to candidates in USA. DNV is a leading company in Digital and Data Solutions seeking a Technical Support Analyst to provide front-line support for clients. The role involves answering installation and application questions, providing exceptional customer service, and ensuring the smooth operation of web-based products.
Responsibilities
- 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
Skills
- 5+ years of IT technical background, client/desktop environments, web application and troubleshooting network infrastructure
- Bachelors degree in computer science and/or in lieu of education equivalent work experience will be considered
- Strong written and verbal communication skills
- Basic database skills including SQL
- Ability to guide non-technical audience through technical steps to resolve software issues
- Ability to perform documentation reviews and edits
- Able to work in a team or alone to resolve customer issues
- Innovative thinking and problem solving
- Must be able to shift attention quickly and accurately among multiple tasks without loss of accuracy or appearance of frustration
- Knowledge and willingness to leverage AI to augment human judgement
- Behavioral competencies – experience working on a team, good verbal communication, analytical
- Strong written and verbal English communication skills
- We conduct pre-employment drug and background screening
- Experience using Salesforce Service Cloud
- Experience with Azure or other cloud technology preferred
- Knowledge of Microsoft CoPilot
- Knowledge of the electric utility industry
Benefits
- 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
Company Overview