Technical Customer Service Agent

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:

DTN is now hiring a Technical Customer Service Agent for our Customer Service team! You will be joining a team of customer experts responsible for responding to and resolving customer issues.

In this position, you will provide customer support for inbound contacts for DTN products. Typical activity includes making change requests, troubleshooting, user education,, and overall customer experience. Shift work (evenings, mid-shifts, and weekends) will be required. Mostly email and minimal phone support. Once a month in-office attendance.

What you will be responsible for:

• Gathers detailed information to properly assess, research and respond to customer product inquiries via telephone or in written internet-based email or chat sessions.
• Evaluates and prioritizes support tickets based on criticality.
• Resolves complex customer concerns raised during installation, operation, maintenance or product application or compatibility matters and acts as a knowledge resource for others.
• Applies advanced interpersonal skills and technical product knowledge and expertise to efficiently and effectively respond to daily customer-centric activities.
• Troubleshoots advanced problems with software applications and recommends corrective action through cross-functional collaboration.
• Documents customer information and recurring technical issues and recommends improvements to support product quality programs and product development.
• Manages project work aligned to operational objectives, as needed.

What you will bring to the role:

• Minimum 2-3 years of L1 technical support or customer service experience.
• Strong computer skills and tech-savvy mindset.
• Excellent verbal and written communication skills.
• Adaptability to fast-paced environments.
• Experience with Salesforce or other ticketing system is preferred.
• Critical thinking and problem-solving abilities.
• Customer-centric attitude with empathy and positivity.
• Experience in the weather or SaaS industry is advantageous.
• Willingness to work in shifting schedules, weekends and night shifts.
• Amenable for onsite training for one month or more may be required.

What you can expect from DTN:  

DTN Philippines Inc. is proud to be certified as a Great Place to Work (2024), a testament to our global commitment to creating a positive workplace culture. 

• Competitive Salary  

• Generous PTO 

• Flexible work arrangements 

• Healthcare coverage extended to three dependents on day one of employment 

• Retirement plan 

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

• Employee Assistance Program (EAP) 

Applications for this position will be accepted until November 15, 2024. Interested candidates are encouraged to submit their applications before the specified deadline. 

The targeted hiring base pay range for this position is between PHP 32,083 and PHP 45,833 monthly. 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 experiences, 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!

** DTN is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled