The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.
Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.
We encourage anyone that wants to join us in our mission to apply.
Developer Support Analyst
Based in: Barcelona, Spain
Reports to: Supervisor of Developer Support
Provide support to Dow Jones customers as they build applications that use Dow Jones API's and Services. As a Developer Support Representative, you'll represent Dow Jones as you manage and resolve complex technical issues from customers who build applications with our APIs or services. You'll serve as an advocate for developers using the Dow Jones platform by ensuring the accuracy of our technical documentation, developing and testing the platform, creating relevant sample code, and managing the content on the Dow Jones Support site.
Also, your responsibilities will include, but will not be limited to, the following:
Conduct Kick off meetings with customers to design workflows that follow Certification rules for the Dow Jones Platform.
Communicate best practices on using Dow Jones API's and Services.
Work with customers to troubleshoot and resolve technical issues.
Write code samples, tutorials, and technical articles for the developer support portal.
Developing internal tools/applications as directed by management.
Provide Phone and Email support for developers who are implementing one or more of Dow Jones API's or products.
Certify Customer applications to ensure they adhere to Dow Jones Technical and Branding Guidelines.
Provide support for Dow Jones Integration and Destination products.
3rd Level support for unresolved Technical Support issues
Escalating issues to other departments when appropriate
Getting status' on outsourced issues and keeping the technical staff informed
Assist with mentoring, and coaching technical staff
Recognize and report problem trends
Review and communicate system enhancement needs, leading the solution implementation
Help with coverage for other regions or for any "on call" or weekend tasks.
Work with technical staff and other departments within customer service to resolve customer problems
Work closely with the various system development groups, Global operations, and Product Testing
Work as a team member in the Development Support Group Team.
Work with customer service to resolve production issues.
Interact with Technology group members to support each other.
Contact customers System/Network/Developer contacts to troubleshoot or resolve customer related issues
Assist the sales team in resolving technical issues
Keep management informed of all severity one problems
Understanding of Web services (SOAP, REST, WSDL, XML)
Experience developing or supporting sites using API and SDK integrations
Networking or communication protocol knowledge
High level understanding of how to troubleshoot network connectivity issues related to a customer's network infrastructure.
Knowledge of networking or communication protocol including HTTP, FTP, and other common protocols
Ability to assimilate complex product knowledge and identify appropriate solutions.
Ability to effectively adapt to a changing work environment and structure.
Excellent verbal and written communication skills with ability to explain complex products and technical issues in a level appropriate to the audience.
High degree of professionalism. Sets performance; assumes responsibility and accountability for successfully completing assignments
Customer Focus required. Ability to make customers (internal & external) and their needs a primary focus of one's actions; develop and sustain productive customer relationships.
Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with salesforce.com is a plus)
Coding skills in an programming language such as C#, Java, Perl, Ruby, Python
Minimum of 3 years in a Technical Support or Developer role working with Web applications
Experience working with XML and Relational Databases.
Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues.
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Insurance Plans
Family Care Benefits
Commuter Transit Program
Employee Referral Program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put "Reasonable Accommodation" in the subject line.
Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at email@example.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: IT, Telecom & Internet
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.
Req ID: 39500