Technical Customer Support Representative

Job not on LinkedIn

🔥 1 minute ago

🌾 Nebraska – Remote

🌾 Nebraska – Remote

💵 $20 - $27 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DTN

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

💼 Consulting

🏥 Healthcare

💰 Grant on 2014-09

Logistics • Consulting • Healthcare

DTN is a data and analytics company that provides operational intelligence to various industries, including agriculture, aviation, transportation, and utilities. They offer a range of products, including weather insights, market data, and analytical tools designed to improve decision-making and reduce risks for their clients. Their solutions, such as ClearAg® and WeatherOps®, leverage advanced technology and data analytics to help customers manage their operations effectively and adapt to changing environmental conditions.

📋 Description

• Monitor and respond to customer requests via phone, email, online chat, and support case queues • Own technical support cases from intake and investigation through resolution, follow-up, and customer confirmation • Provide accurate, timely, professional, customer-appropriate communication • Manage multiple active cases and prioritize based on customer needs, business impact, and operational urgency • Distinguish product questions, configuration issues, software defects, implementation requests, and enhancement requests • Investigate and troubleshoot DTN Energy product behavior, transaction processing, file delivery, customer configuration, automated reporting, and data integrations • Use support tools, system logs, databases, file repositories, delivery records, and test environments to reproduce, validate, and resolve problems • Troubleshoot CSV, XML, EDI, FTP, and SFTP workflows • Investigate processing issues, data-format discrepancies, routing problems, and automated delivery failures • Work with customer technical teams and third-party providers on integration issues • Reproduce reported issues and validate corrective actions • Perform authorized customer configuration changes involving routing, recipients, report delivery, account settings, and processing options • Validate configuration changes and system outputs • Follow security, privacy, confidentiality, data-handling, change-discipline, and verification requirements • Recognize and escalate production incidents based on severity, customer impact, and business risk • Provide customer updates during incidents and confirm service restoration • Coordinate with Operations, Development, Product Management, Mapping, Implementation, Account Management, and technical resources • Prepare technical escalations with evidence, business impact, troubleshooting history, and requested action • Document customer interactions, investigations, troubleshooting steps, configuration changes, findings, and resolutions • Maintain case records for follow-up, escalation, reporting, and knowledge sharing • Create troubleshooting documentation and share lessons learned • Identify recurring issues and recommend improvements to monitoring, documentation, tooling, and support processes • Expand knowledge of DTN Energy products, integrations, data workflows, and customer business processes

🎯 Requirements

• High school diploma or equivalent; additional education or relevant technical experience is valued • Experience in customer support, technical support, software support, or a related customer-facing position • Ability to investigate technical or operational problems and organize incomplete information • Strong written and verbal communication skills • Excellent organizational skills and ability to manage multiple active cases • Strong attention to detail with customer configurations, data routing, system outputs, and production-related changes • Ability to collaborate across Customer Support, Operations, Development, Product Management, Implementation, and Account Management teams • Ability to document work, technical findings, customer interactions, and resolutions in a case-management system • Customer-focused judgment and professionalism • Technical curiosity and structured troubleshooting ability • Ownership, prioritization, accountability, and follow-through • Sound judgment regarding data accuracy, confidentiality, security, and production change management • Ability to make appropriate escalation decisions • Strong documentation, collaboration, and knowledge-sharing skills • Ability and willingness to learn complex products, technical systems, and energy-industry workflows • Experience troubleshooting software applications, data workflows, transaction-processing systems, or system integrations • Familiarity with CSV, XML, EDI, FTP, and SFTP • Understanding of file naming conventions, folder structures, and automated data-delivery processes • Experience reviewing application or system logs, processing history, delivery records, and structured input or output files • Experience reproducing technical issues and validating solutions in testing and production-support environments • Experience using Salesforce or another customer case-management platform • Experience working with customer IT teams or third-party system integration providers • Experience within the Energy industry • Familiarity with customer-specific data configurations, transaction workflows, automated reporting, or production support processes

🏖️ Benefits

• Unlimited PTO • Flexible working hours • Remote work model (position dependent) • Competitive Medical, Dental and Vision Insurance Plans • 6% 401K matching • Unlimited access to 13k+ courses via learning platform to support employee career advancement • Employee Assistance Program (EAP) • Opportunity to advance compensation with performance over time • May be eligible for market competitive variable pay and benefits