Customer Support Engineer
Customer Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Digital Solutions 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 licensing and environment questions for our desktop and web-based products. The successful candidate must possess exceptional customer service skills and strong customer focus as well strong technical skills to learn the ins and outs of our products.
What Youll Do
- Take calls or respond to emails from external clients about installation or licensing issues on our Cascade desktop and Web applications. Be able to explain in clear and efficient way how to resolve issues using existing FAQs previous cases or prior experiences. Have the patience to investigate and work through the issue regardless of how long it takes to resolve.
- Take first-line calls about our web-based products by asking appropriate questions to determine root-cause of issues: whether it is our Cloud or their on-premises deployment.
- Must be able to shift attention quickly and accurately among multiple tasks without loss of accuracy or appearance of frustration.
- During normal business hours answer Client Support phone accurately take client details and log case in Salesforce CRM tool. Using the list of available support team members transfer the phone call.
- During normal business hours continuously monitor the Client Support mailbox and sort and route emails based on pre-defined rules/guidelines.
- Complete the requests for access to our Customer Portal; use research and tools available to determine if access should be granted or denied.
- 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 knowledge about the issues resolved especially with the web-based products with each unique configuration.
Responsibilities
- 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 (). Information received relating to accommodation will be addressed confidentially.
For more information
is Required
- High school diploma required some college courses preferred
- At least 5 years of IT technical background including troubleshooting network infrastructure client/desktop environments and web application
- Strong written and verbal English language communication skills
- Basic database skills including SQL
- Ability to guide non-technical person through technical steps to resolve a problem over the phone
- Ability to do documentation review and edits
- Able to work in a team or alone to resolve customer issues
- Innovative thinking and problem solving
- Be on phone calls/web meetings for multiple hours working on a case
- Strong written and verbal English communication skills
- We conduct pre-employment drug and background screening
Behavioral competencies experience working on a team good verbal communication analytical.
What is Preferred
- Experience using Salesforce customer information system
- Experience with Azure or other cloud technology
- Knowledge of the electric utility industry
*Immigration-related employment benefits for example visa sponsorship are not available for this position*
Employment Type
Full-Time
