Dow Jones Customer Service Application Administrator in PRINCETON, New Jersey

Job Description:

Systems Support Analyst

DJ

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 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.

The Wall Street Journal is America’s largest newspaper by paid circulation with more than 2.2 million customers. In recent years, the Journal has expanded its core content offering to include coverage of the arts, culture, lifestyle, sports, and personal health, building on its heritage as the leading source of business and financial news. Published by Dow Jones, one of the world’s largest news gathering operations with nearly 2,000 journalists in more than 80 bureaus, The Wall Street Journal now spans 12 editions in nine languages, engaging readers across newspapers, websites, magazines, social media, and video. The Journal holds 35 Pulitzer Prizes for outstanding journalism.

Customer Group

United by our ambitions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.

Customer Experience Department

The Customer Experience Department works within the Customer Group supporting our Consumer and PIB businesses to deliver a best-in-class customer experience. The 3 main pillars of customer experience support nearly every facet of Dow Jones globally providing campaign analytics, quality assurance, experience design and much more. They are based out of three main locations (Princeton, NJ; Barcelona, Spain; and Hong Kong).

Customer Service Team

This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and PIB products. Included with the service team is the contact center operations which is responsible for Training, Quality Management, Service Performance reporting, Service Design and the Systems that support the Customer Service team.

Based in: Princeton, NJ

Reports to: Systems Manager

Key Responsibilities:

  • Administration of channels within the Consumer and Enterprise Global Customer Service Contact Centers, WFM, agent screen sharing and recording while ensuring systems are fully operational and meeting current needs

  • Ensure all contact routes (telephony, IVR, chat, email, voicemail) are efficiently flowing from start to finish

  • Ensure voice calls are delivered to the existing local PBX’s and appropriately routed through ACD’s. Liaise with local telephone providers to resolve any issues. Maintain and enhance existing phone services

  • Maintain routing rules for all channels (telephony, IVR, chat, email). This includes working with 3 rd parties to ensure appropriate recordings of telephone messages, etc. across all channels.

  • Troubleshoot and identify business issues and opportunities while taking action to resolve. When required liaise accordingly with Customer Service Contact Centers, backend systems, and Contact Management sources

  • Escalates critical issues for quick resolution with IT/vendor

  • Manages and tracks Change Request or Repair Requests for updates to production support flows or fixes

  • Supports the Self-Service sites and CRM systems with prioritization of enhancements and fixes, testing, functionality designs, production build support, task management and promotional campaigns to drive traffic to the sites

  • Participates in UAT initiatives, conducts ongoing adhoc tests and performance monitoring of our channels within the Contact Centers, CRM systems, and Self-Service sites.

  • Work with Technical development team to implement changes and enhancements to existing tools and applications

  • Work on projects and applications to support the Infrastructure group within Customer Service

  • Research and participates in ad-hoc projects associated with channels, CRM systems, Self-service and the Infrastructure group

  • Communicates time frames and project status

  • Provide necessary assistance/feedback to ensure timely completion of tasks/projects

  • Keep manager informed of key issues and developments

  • May require project management

  • Provide support to end users on channel system(s)

  • Provide the Training Team with information/updates on channel system(s), Self- Service, and CRM systems to provide training to end user

  • Assist Service Performance Analyst with reporting inquires

  • Review channel system(s) Self-Service sites, and CRM systems for future enhancements of content/function to improve usability and user and agent experience

  • Make recommendations on policy and procedural changes to improve the customer experience, user experience, increase revenue and retention, and decrease operating costs

Requirements:

  • Excellent verbal and written skills

  • Ability to prioritize and multi-task

  • Sense of urgency

  • Ability to work in a fast paced environment

  • Knowledge of multi-channel management administration/design preferred

  • Advanced technical troubleshooting skills (Specifically VOIP/Telecommunications)

  • Ability to read and interpret flow diagrams

  • Website/CRM systems systems management

  • Usage of ticketing system to report, track, follow-up on issues

  • Vendor management

  • Basic HTML knowledge

  • Travel 10/20%

  • Will be expected to be available to provide support on an as needed basis when there are unscheduled incidents, crisis management, and scheduled maintenance. This can include nights, weekends and holidays.

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: CUSTOMER EXPERIENCE

Job Category: IT Administration/Support Group

About Us

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 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

Req ID: 14683