Cascade Technical Support Analyst

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 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
• 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 (hrrecruitment.northamerica@dnv.com). Information received relating to accommodation will be addressed confidentially.

For more information

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

• 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 (hrrecruitment.northamerica@dnv.com). Information received relating to accommodation will be addressed confidentially.

For more information

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