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 the role
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
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
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.
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.
