Dow Jones Customer Service Jobs

Customer Service

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Job Information

Dow Jones Sales and Customer Care Associate Director in United States

Job Description:

Key Job Responsibilities:

  • Effectively manage customer interactions, expectations, and technical support inquiries.

  • Coach and mentor software support staff through challenging customer service calls and issues.

  • Provide detailed reviews of service issues, resolution results, and metrics.

  • Complete analysis and present periodic reviews of operational performance.

  • Prepare and oversee work schedules to ensure sufficient coverage.

  • Champion and advocate for client requirements through our change management process.

  • Work with our existing support platform for tracking issues and enhancing the client experience.

  • Work directly with the Product Development and Design (PDD) and Technical Support team to ensure that client issues are resolved as expediently as possible.

  • Experience handling large enterprise technical client escalations.

  • Demonstrated people leadership and engagement skills and the ability to inspire and motivate a geographically diverse team of resources.

  • Proven success in a fast-paced support environment.

  • Professional oral and written communication skills.

  • Strong record of driving projects and support-related processes resulting in a positive technical support experience.

  • In addition, the person will be passionate about the growth and success of Axxis clients.

Key Qualifications

  • Prefer 3-5 years’ experience in managing a software support team in a high-paced environment.

  • Strong experience in working with a trouble-ticket and support platform to resolve client issues.

  • The right person will be highly technical, analytical, and have experience managing technical teams.

  • Working knowledge of the Downstream Energy space.

  • Engineering, Computer Science, IT Degree, or equivalent experience.

  • Ability to maximize customer facing activities with the ability to listen, understand and communicate strategic solutions, utilizing effective discovery techniques to uncover and resolve support issues and or potential sales opportunities.

  • Talent for customer interaction at both the project and executive level.

  • Ability to analyze customer’s workflow, assess challenges, and determine where a problem exists.

  • Ability to act as a trusted advisor to customers.

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: OPIS

Job Category: Customer Service Group

Req ID: 32931

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