Meteorological Customer Support Representative

DTN is a global leader providing insights and analytics to our customers to feed, fuel, and protect the world.  We help people make critical business decisions that impact the agriculture, oil and gas, trading, and weather industries.

It’s a difference you’ve likely felt without even knowing it. From the food on your plate to the gas in your car to the last flight you took, chances are a DTN customer made it possible. And that’s just for starters. That’s why we say, “When our customers prosper, we all win.”

Job Description:

We are seeking a passionate individual who values positive customer engagement and has a strong desire to find solutions to complex problems. This role centres around working with a wide variety of weather-based products designed to help customers make safe and effective operational decisions.

DTN’s weather solutions serve customers all over the globe, spanning multiple sectors including aviation, ground transportation, offshore, utilities, mining, and public safety. In this role, you will be required to assist customers with technical questions regarding DTN products and services via email, phone call, and online chat. You will be asked to identify, validate, and research the problems and determine the appropriate action for resolution, while maintaining a positive customer experience.

Responsibilities:

• Monitor and respond to customer e-mails, phone calls, and online chats

• Research and validate reported problems related to online platform functionality, data delivery, and meteorological data quality

• Analyze meteorological data sets for accuracy and be able to educate customers about a wide range of weather parameters

• Collaborate with project management, development personnel, and other customer support representatives to identify solutions and product enhancements

• Coordinate with Customer Success Managers to ensure services are meeting customer needs

• Build out documentation workflows to assist global customer support teams in maintaining a unified process

• Lead video call meetings with customers to help diagnose and troubleshoot issues

• Migrate customers to new, modern solutions

• Some shift work may be required, including evenings and weekends

Background and Skill Sets:

• Prior experience in a customer-facing position.

• Background/understanding of meteorology.

• Effective interpersonal skills (written and oral) and the ability to communicate effectively to a variety of personnel levels, including external and internal

• Experience with modern web technologies (HTML5, CSS3, AJAX, JQuery, etc)

• Experience supporting REST API’s

• Knowledge of programming languages (Python, PHP, etc.)

• Ability to prioritize, multitask, and work well under pressure

• Experience working tickets and managing priorities within an issue tracking system (Salesforce, Jira, Zendesk, etc.)

• Experience working in Confluence, Microsoft Teams, AWS, PowerBI, and ChurnZero

The targeted hiring base pay range for this position is between $41,250 and $55,000. DTN is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The actual base pay offered for this position will be dependent upon many factors, including but not limited to: prior work experience, training/education, transferable skills, business needs, internal equity and applicable laws. The targeted hiring base pay range is subject to change and may be modified in the future. This role may also be eligible for market competitive variable pay and benefits.

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Why DTN?

OUR VISION: To be the independent, trusted source of insights to our customers who feed, protect, and fuel the world. 

OUR MISSION: Empower our customers with intelligent and actionable insights that exceed their expectations and enable their success on a daily basis. 

OUR VALUES: Customer-Focused, Forward-Thinking, People-Centric, Solution-Oriented

We have great benefits at DTN – apply today to find out more! 

At DTN, we are an equal opportunity employer. Come join us as we help feed, fuel, and protect the world!