Senior Technical Customer Service Representative

For decades, DTN has been the silent force behind some of the world’s most critical industries—helping businesses navigate complexity, uncertainty, and risk with smarter, faster decisions. From agriculture to energy to weather intelligence, our proprietary Operational Decisioning Platform transforms raw data into decision-grade insights—enabling companies to optimize supply chains, ensure market stability, and safeguard infrastructure against disruption. We don’t follow trends—we set the standard for precision, trust, and operational impact. 

DTN is at an exciting inflection point. Building off a foundation of financial strength, profitability, and industry trust, we’re accelerating growth and expanding our global footprint. Our purpose-built solutions—powered by AI and honed by decades of vertical expertise—are helping some of the world’s most significant enterprises thrive amid operational constraints and uncover new opportunities in a fast-changing world.

Job Description:

Senior Technical Customer Service Representative is a position within the DTN Customer Service team. They must be an independent, motivated individual with good problem-solving skills.  You will be required to assist with technical questions regarding DTN products and services. This assistance will be provided to internal and external customers through phone calls, online chat, and e-mail. 

The Senior Technical Customer Service Representative must identify, validate, and research the problems and determine the appropriate action for resolution delighting our customers during all steps. They are also an escalation point for the team and assist in training new employees.

What you will be responsible for: 

• Monitors and respond to phone calls, online chat, and e-mail.
• Validates problems identified with existing software tools.
• Researches cause of problems previously validated.
• Coordinates with management and other development staff to identify the appropriate resolution to validated problems.
• Monitors progress of resolutions and announces availability.
• Collaborate with Development personnel, other Customer Support Representatives and Product Management to answer questions and resolve problems -- by telephone, in person or by e-mail.
• Daily interaction with customers to answer questions, ensure customer satisfaction, identify problems and document customer requests. 
• Primary communication will be via phone, online chat, and e-mail.
• All external and internal customer interactions are logged in Salesforce.
• Acts as an escalation point for product issues. 
• Responsible for gathering detailed information to proper assess and research reported issue.
• Effectively manage and prioritize support tickets based on criticality.
• Assist with training new employees.
• Maintains an outstanding level of customer experience.
• Support implementation setups as needed, including documenting project plans, configuring products, onboarding/training customers, and providing regular status updates to stakeholders.

What you will bring to the role:

• At least 5+ years in customer support position required
• Minimum of 1 year of technical customer support required
• Ability to multitask
• Ability to problem solve with limited information
• Excellent written and spoken communication skills
• Articulate and well-spoken with excellent phone and email etiquette
• High School Diploma/GED Equivalent is required
• Knowledge of Salesforce preferred
• Knowledge of Refined Fuels industry preferred.
• Ability to work in a team environment and independently

What you can expect from DTN:  

• 30 Annual Vacation Days 

• Commuting allowance  

• Pension contribution 

• Hybrid work model + Work from Abroad Policy (30 workdays per year) 

• Free access to the gym in our building; once a month office cake moment! 

• Unlimited access to 13k+ courses via learning platform to support employee career advancement 

• Employee Assistance Program (EAP) 

Compensation:

The targeted hiring base pay range for this position is betw