Cascade Technical Support Analyst

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
• Maintain 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
• Bachelor's 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
• Able to guide non-technical audience through technical steps to resolve software issues
• Able 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

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