Dow Jones Customer Service Jobs

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Job Information

Dow Jones Research Specialist in PRINCETON, New Jersey

Job Description:

Key Responsibilities:

  • Create searches for the query database used for both internal and external customers.

  • Think out of the box when utilising research method tools, allowing customers to use the suite of products more effectively for their specific requirements

  • Provide high level telephone and e-support to customers who require research assistance for the Dow Jones suite of products including advice on search strategies, indexing and content.

  • Learn and use all internal tools to provide high level support to customers

  • Encourage and increase product usage by up-selling users, liaising with sales account teams where necessary

  • Track progress on outstanding incidents to ensure customers get accurate and timely updates and resolutions.

  • Build strong relationships with Customer Service colleagues, Technical Support, Sales, Product, internal stakeholders, and customers

  • Collaborate with Sales and prospects on projects that might bring new revenue to the company

  • Help create searches and/or select content for special company projects

  • Participate in activities to improve the overall Customer Experience such as mentoring, focus groups and miscellaneous training sessions

  • Act as a subject matter expert in your area

Requirements:

  • Strong research skills using Boolean connectors, proximity connectors, and taxonomy for the creation of queries

  • Ability to analyze and understand customer requests/issues, conduct appropriate research, solve issues correctly in a timely manner, and evaluate that the results are relevant to the subject being studied

  • Proven ability to provide excellent customer service all at times and in all forms of communication with the ability to listen, empathize, and effectively handle challenging customers in a professional manner

  • Outstanding interpersonal skills, maintaining the highest service delivery

  • Ability to keep ahead of trends

  • Technical aptitude with previous experience supporting applications in a web environment

  • Understanding of customer needs and the ability to suggest Dow Jones products and services to existing as well as potential customers

  • Team player to move the team toward completion of goals

  • Ability to follow a large set of procedural guidelines and adjust to changes when required

  • Positive outlook on change and a flexible approach to the work environment and structure

  • MLS, former research experience, or Factiva expert search ability is desired

  • A clear and likely candidate has been selected for this position

  • 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: Customer Service/Support Group

About Us

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: 22372

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