Dow Jones Customer Service Jobs

Customer Service

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If so, we want you on our team. People like talking to you. You’re a problem solver, self-starter, and keen negotiator. You understand that good customer relationships are vital for business. You make a great first impression. People like working with you because you’re reliable, energetic, and most of all, fun. If this is you, we’d love to meet you.

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Job Information

Dow Jones Developer Support Executive in HONG KONG, Hong Kong

Job Description:

Under minimal supervision provides support to Dow Jones customers as they build applications that use Dow Jones API’s and Services. As a Developer Support Executive, you’ll represent Dow Jones as you manage and resolve complex technical issues from customers who are using Dow Jones API’s or services. In addition, your responsibilities will include, but will not be limited to, the following:

  • 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

  • Team leaders responsible for assisting, mentoring, and coaching technical staff

  • Recognize and report problem trends

  • Review and communicate system enhancement needs, leading the solution implementation

  • Responsible to help with coverage for other regions or for any “on call” or weekend duties.

Required

  • 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)

Preferred

  • Coding skills in an programming language such as C#, Java, Perl, Ruby, Python

  • 1 to 3 years in a Technical Support or Developer role working with Web applications

Desired

  • Experience working with XML and Relational Databases.

  • Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues.

Dow Jones , Making Careers Newsworthy

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.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: IT Administration/Support Group

About Us

The Wall Street Journal is a global news organization that provides leading news, information, commentary and analysis. The Wall Street Journal engages readers across print, digital, mobile, social, and video. Building on its heritage as the preeminent source of global business and financial news, the Journal includes coverage of U.S. and world news, politics, arts, culture, lifestyle, sports, and health. It holds 38 Pulitzer Prizes for outstanding journalism. The Wall Street Journal is published by Dow Jones, a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

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: 24898

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