Support Engineer

• Act as front-line support, answering installation, licensing and environment questions for desktop and web-based products
• Take calls or respond to emails from external clients about installation or licensing issues on Cascade desktop and Web applications and explain resolutions using FAQs or prior cases
• Take first-line calls about web-based products to determine root-cause (Cloud vs on-premises deployment)
• Monitor and answer Client Support phone during business hours, accurately log cases in Salesforce CRM and transfer calls when needed
• Continuously monitor Client Support mailbox and sort/route emails based on predefined rules
• Complete requests for access to Customer Portal and determine access eligibility
• Follow procedures for escalating issues to experts, management, or other DNV groups
• Build and develop FAQ documents for internal/external use based on support cases
• Share knowledge about resolved issues and unique web-based product configurations
• Work on a dynamic hybrid schedule (typically three days per week in a DNV office or client location)

Customer Support Engineer

Customer Technical Support – Internal End User Support

Loan Support Analyst – CMBS Servicing

Lead Technical Analyst – Technical Product Manager

Systems Support Analyst I

Federal Principal Product Support Engineer, Clearance Required – Secret