DNV GL-posted 3 months ago
Full-time • Entry Level
Hybrid • Corvallis, OR
Professional, Scientific, and Technical Services

Digital Solutions group is seeking a Customer Support Engineer 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, 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. This role is based at one of the following DNV offices in Corvallis, OR, Houston, TX, or Mechanicsburg, PA or 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.

  • Take calls or respond to emails from external clients about installation or licensing issues on our Cascade desktop and Web applications.
  • Explain in clear and efficient way how to resolve issues, using existing FAQs, previous cases or prior experiences.
  • Investigate and work through issues, 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.
  • 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.
  • 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; 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.
  • Bachelor's of Science Degree in Computer Science with equivalent work experience.
  • Minimum of Five (5) years of IT technical background, including troubleshooting network infrastructure, client/desktop environments, and web application.
  • 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.
  • Strong written and verbal English communication skills.
  • Pre-employment drug and background screening.
  • Experience using Salesforce customer information system.
  • Experience with Azure or other cloud technology.
  • 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.
  • Charitable Matched Giving and Volunteer Rewards through our Impact Program.
  • Volunteer time off (VTO) paid by the company.
  • Career advancement opportunities.
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