Customer Support Engineer

About Us
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,