DTN yra duomenų ir analizės įmonė, padedanti organizacijoms priimti geresnius operatyvinius sprendimus žemės ūkio, aviacijos, transporto ir komunalinių paslaugų srityse. Jos produktuose derinamos orų žinios, rinkos duomenys ir analizės priemonės, padedančios komandoms numatyti rizikas, reaguoti į kintančias sąlygas ir valdyti kasdienę veiklą. Tokiose platformose kaip „ClearAg®“ ir „WeatherOps®“ technologijos bei duomenų analizė pasitelkiamos sudėtingiems aplinkos ir verslo iššūkiams spręsti.
Technical Customer Support Representative – DTN Energy
Troubleshoot DTN Energy data, integrations, and transaction workflows while guiding customer support cases from intake through resolution. Work with customer technical teams and internal partners to investigate issues and restore service.
Aprašymas
- Monitor and respond to customer requests by phone, email, online chat, and support queues.
- Manage technical support cases from initial investigation through resolution, follow-up, and customer confirmation.
- Communicate accurately, promptly, and professionally with customers.
- Prioritize multiple active cases according to customer needs, business impact, and urgency.
- Classify product questions, configuration issues, software defects, implementation requests, and enhancement requests.
- Investigate DTN Energy products, transaction processing, file delivery, customer configurations, automated reports, and data integrations.
- Use support tools, logs, databases, file repositories, delivery records, and test environments to reproduce and resolve problems.
- Troubleshoot CSV, XML, EDI, FTP, and SFTP workflows.
- Investigate processing errors, data-format discrepancies, routing issues, and automated delivery failures.
- Collaborate with customer technical teams and third-party providers to address integration problems.
- Reproduce reported issues and confirm that corrective actions work.
- Make authorized customer configuration changes to routing, recipients, report delivery, account settings, and processing options.
- Verify configuration changes and resulting system outputs.
- Follow security, privacy, confidentiality, data-handling, change-control, and verification procedures.
- Identify and escalate production incidents according to severity, customer impact, and business risk.
- Keep customers informed during incidents and confirm when service is restored.
- Coordinate with Operations, Development, Product Management, Mapping, Implementation, Account Management, and technical teams.
- Prepare technical escalations with supporting evidence, business impact, troubleshooting history, and requested actions.
- Record customer interactions, investigations, troubleshooting steps, configuration changes, findings, and resolutions.
- Maintain case records for follow-up, escalation, reporting, and knowledge sharing.
- Write troubleshooting guidance and share lessons learned.
- Spot recurring issues and recommend improvements to monitoring, documentation, tools, and support processes.
- Build knowledge of DTN Energy products, integrations, data workflows, and customer business processes.
Reikalavimai
- High school diploma or equivalent; further education or relevant technical experience is valued.
- Background in customer support, technical support, software support, or another customer-facing role.
- Ability to investigate technical or operational issues and make sense of incomplete information.
- Strong written and verbal communication skills.
- Excellent organization and ability to manage several active cases.
- Careful attention to customer configurations, data routing, system outputs, and production changes.
- Ability to work across Customer Support, Operations, Development, Product Management, Implementation, and Account Management.
- Ability to document work, technical findings, customer interactions, and resolutions in a case-management system.
- Customer-focused judgment and a professional approach.
- Curiosity about technology and a methodical approach to troubleshooting.
- Ownership, prioritization, accountability, and reliable follow-through.
- Good judgment when handling data accuracy, confidentiality, security, and production change management.
- Ability to decide when an issue needs escalation.
- Strong documentation, collaboration, and knowledge-sharing skills.
- Willingness and ability 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.
- Experience reviewing application or system logs, processing histories, delivery records, and structured input or output files.
- Experience reproducing technical issues and validating solutions in test and production-support environments.
- Experience with Salesforce or another customer case-management platform.
- Experience working with customer IT teams or third-party integration providers.
- Energy industry experience.
- Familiarity with customer-specific data configurations, transaction workflows, automated reporting, or production-support processes.
Privalumai
- Unlimited paid time off.
- Flexible working hours.
- Remote work model, depending on the position.
- Medical, dental, and vision insurance plans.
- 401(k) matching up to 6%.
- Unlimited access to more than 13,000 courses through a career development learning platform.
- Employee Assistance Program.
- Potential to increase compensation over time based on performance.
- May qualify for market-competitive variable pay and benefits.