Customer Support Engineer

Digital Solutions group is seeking a Technical Support Analyst 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.

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.