Provide phone, chat and email support to customers that use Dow Jones Integration & Destination products (XML Feeds & Websites). As a Technical Support Executive, you’ll represent Dow Jones as you manage and resolve issues ranging from product functionality questions to troubleshooting complex technical issues around our feed related products.
In addition, your responsibilities will include, but will not be limited to, the following:
Be a liaison for integrators during the installation of Dow Jones Factiva products and solutions.
Communicate best practices to customers using Dow Jones Products and Services.
Work with customers to troubleshoot and resolve technical issues.
Provide operational support for Dow Jones API’s and Web Services.
Perform investigation and analysis to solve problems and escalate issues to product management and development.
Provide phone, chat and email support for customers who are using Dow Jones Destination & Integration products
2nd Level support for unresolved Technical Support issues
Escalating issues to other departments when appropriate
Keeping the customer and Dow Jones staff updated on the status of escalated issues.
Recognize and report problem trends
Identify product defects and escalate the issue to our product testing for resolution
Responsible to help with coverage for other regions or for any “on-call” or weekend duties.
Work with technical staff and other departments within customer service to resolve customer problems
Work closely with the various system development groups, Global Operations, and Product Testing
Work as a team member in the Technical Support Team.
Interact with customer service to resolve production issues.
Interact with Technology group members to support each other.
Collaborate with the customer’s Technology Team as necessary to troubleshoot or resolve technical issues.
Assist the sales force in resolving technical issues
Keep management informed of all severity one problems
Skills, experience & qualifications:
Minimum of 3 years Customer Service / Technical Support experience in a call center environment
Experience supporting web and mobile applications along with a deep understanding of troubleshooting browser related issues
Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with salesforce.com is a plus)
Experience working with XML and Relational Databases.
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
Ability to explain complex products and technical issues at a level appropriate to the audience.
Ability to assimilate complex product knowledge and identify appropriate solutions.
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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
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).
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Req ID: 18532