Technical Support Analyst

GreenPowerMonitor, a DNV company

Technical Support Analyst at DNV ensuring effective client support for Cascade desktop and web applications. Collaborating to provide solutions and enhance customer experience in a dynamic hybrid environment.

Posted 7/9/2026full-timeHouston • Oregon, Pennsylvania, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureSQL

About the role

Key responsibilities & impact

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
Monitor Azure usage, trends and critical components to ensure client’s application meets requirements of the implementation

Requirements

What you’ll need

5+ years of IT technical background, client/desktop environments, web application and troubleshooting network infrastructure
Bachelors 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
Ability to guide non-technical audience through technical steps to resolve software issues
Ability 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
We conduct pre-employment drug and background screening

Benefits

Comp & perks

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 with hybrid opportunities
Charitable Matched Giving and Volunteer Rewards through our Impact Program
Volunteer time off (VTO) paid by the company
Career advancement opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT Technical BackgroundWeb Application SupportTroubleshootingDatabase SkillsDocumentation ReviewProblem SolvingAI Utilization

Soft Skills

Verbal CommunicationTeam CollaborationInnovative ThinkingAnalytical Skills

Certifications

Bachelor's Degree in Computer Science