Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).
About the Role
You will provide support for Dow Jones destination and Integration products. As a Technical Support Representative, you’ll represent Dow Jones as you manage and resolve complex technical issues from customers who are using our destination sites and feed related products. Reporting to the Tech Support Supervisor, you will be based in our Princeton, New Jersey office.
Provide technical assistance, guidance, and customer service to our global customers and sales organization.
Act as liaison for partners or integrators during installation/implementation of Dow Jones Factiva products and solutions.
Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, new tools overviews, and contact lists.
Attend and implement product and customer service training programs.
Perform investigation and analysis to solve problems and escalate issues to product management and development.
Notify management and customers of platform or product troubles through a tiered notification and escalation process.
Responsible for the effectiveness, quality and timeliness of trouble resolution, quality of service and implementation success, also services Tier 1 agreements.
Help with coverage for other regions or for any “on call” or weekend responsibilities.
Work with technical support global staff and other departments within customer service to resolve customer problems.
Work closely with the various Systems/Technology / Development groups, including Dow Jones Global Operations, Product Development Group, Product Testing Group, Email Dissemination Server Group, Information Technology and other key departments within Dow Jones.
Work in conjunction with Dow Jones Sales and Consulting organizations.
Have a direct relationship with Enterprise champions, key business owners, and technical Owners (System Administrators, Developers, Consultants) at major corporations.
Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Salesforce.com experience is a plus)
Knowledge of networking or communication protocol including HTTP, FTP, and other common protocols.
High-level understanding of how to troubleshoot network connectivity issues related to a customer’s network infrastructure.
Excellent verbal and written communication skills with the ability to explain complex products and technical issues in a level appropriate to the audience.
Ability to assimilate complex product knowledge and identify appropriate solutions.
Ability to effectively adapt to a changing work environment and structure.
High degree of professionalism. You set high standards of performance; assume responsibility and accountability for successfully completing assignments
Customer Focus. Ability to make customers (internal/external) and their needs a primary focus of one’s actions; develop and sustain productive customer relationships.
Minimum 3 years Customer Service /Technical Support experience in a call center environment (preferred).
Experience supporting web and mobile applications along with a deep understanding of troubleshooting browser related issues (preferred).
Experience working with XML and Relational Databases (desired).
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Medical, Dental and Vision Insurance Plans
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Employee Referral Program
Learn more about all our US benefits
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: 39488