Cascade Technical Support Analyst

DNVs Digital and Data Solutions Electric Grid group is seeking a Technical Support Analystto act asfront-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 youll 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 clients application meets requirements of the implementation

• 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 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 (). Information received relating to accommodation will be addressed confidentially.
  
  For more information
  is Required

  • 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
    

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

  What is preferred

  • Experience using Salesforce Service Cloud
  • Experience with Azure or other cloud technology preferred
  • Knowledge of Microsoft CoPilot
  • Knowledge of the electric utility industry