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 Digital Solutions
We provide engineering software tools and enterprise solutions for managing risk to improve safety and performance across industries, including the maritime, energy, and healthcare sectors. Research, development, implementations and partnerships with our customers have earned us the position as a trusted third-party vendor of software and services. We are accelerating the pace of transition toward the digitalization of systems and software-as-a-service (SaaS) solutions to give customers the efficiency and flexibility of the cloud, including the power and insights from advanced analytics. About the role
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.
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. 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.
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
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
*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 a disability. US applicants with a physical or mental disability who require a 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.
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
We conduct pre-employment drug and background screening
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*
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
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
*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 a disability. US applicants with a physical or mental disability who require a 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.
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
We conduct pre-employment drug and background screening
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*
Job ID: 80943382
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Median Salary
Net Salary per month
$4,223
Median Apartment Rent in City Center
(1-3 Bedroom)
$1,350
-
$2,717
$2,034
Safety Index
54/100
54
Utilities
Basic
(Electricity, heating, cooling, water, garbage for 915 sq ft apartment)
$110
-
$300
$167
High-Speed Internet
$50
-
$100
$67
Transportation
Gasoline
(1 gallon)
$3.94
Taxi Ride
(1 mile)
$1.21
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