Technical Customer Support Representative

This is a fully remote position, open to applicants in Nebraska.

📋 Description

• Monitor and address customer inquiries through phone, email, online chat, and support case queues.

• Take ownership of technical support cases from initial intake and investigation through to resolution, follow-up, and customer confirmation.

• Ensure accurate, timely, and professional communication tailored to the customer.

• Handle multiple ongoing cases and prioritize based on customer needs, business impact, and operational urgency.

• Differentiate between product inquiries, configuration issues, software defects, implementation requests, and enhancement requests.

• Investigate and troubleshoot issues related to DTN Energy product behavior, transaction processing, file delivery, customer configuration, automated reporting, and data integrations.

• Utilize support tools, system logs, databases, file repositories, delivery records, and test environments to reproduce, validate, and resolve issues.

• Troubleshoot workflows involving CSV, XML, EDI, FTP, and SFTP protocols.

• Explore processing issues, data-format discrepancies, routing problems, and failures in automated deliveries.

• Collaborate with customer technical teams and third-party providers regarding integration challenges.

• Reproduce reported issues and validate the effectiveness of corrective actions.

• Execute authorized customer configuration changes pertaining to routing, recipients, report delivery, account settings, and processing options.

• Validate configuration modifications and system outputs.

• Adhere to security, privacy, confidentiality, data-handling, change-discipline, and verification protocols.

• Identify and escalate production incidents based on severity, customer impact, and business risk.

• Provide updates to customers during incidents and confirm service restoration.

• Coordinate with Operations, Development, Product Management, Mapping, Implementation, Account Management, and technical resources.

• Prepare technical escalations, including evidence, business impact, troubleshooting history, and requested actions.

• 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 insights gained.

• Identify recurring problems and suggest enhancements to monitoring, documentation, tooling, and support processes.

• Deepen 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 preferred.

• Experience in customer support, technical support, software support, or a similar customer-facing role.

• Proficiency in investigating technical or operational issues and organizing incomplete information.

• Strong written and verbal communication abilities.

• Excellent organizational skills and capacity to manage multiple active cases.

• Attention to detail with regard to customer configurations, data routing, system outputs, and production-related changes.

• Ability to collaborate effectively across Customer Support, Operations, Development, Product Management, Implementation, and Account Management teams.

• Capability to document work, technical findings, customer interactions, and resolutions in a case-management system.

• Customer-focused judgment and professionalism.

• Technical curiosity and a structured approach to troubleshooting.

• Ownership, prioritization, accountability, and follow-through.

• Sound judgment concerning data accuracy, confidentiality, security, and production change management.

• Ability to make appropriate decisions regarding escalation.

• Strong documentation, collaboration, and knowledge-sharing skills.

• Willingness to learn about complex products, technical systems, and workflows in the energy industry.

• Experience in 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 in reviewing application or system logs, processing history, delivery records, and structured input or output files.

• Skilled in reproducing technical issues and validating solutions in testing and production-support environments.

• Familiarity with Salesforce or another customer case-management platform.

• Experience working with customer IT teams or third-party system integration providers.

• Background in 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 over 13,000 courses via a learning platform to support employee career advancement.

• Employee Assistance Program (EAP).

• Opportunity to increase compensation based on performance over time.

• Potential eligibility for market-competitive variable pay and benefits.