Job Description :
Key Responsibilities / Accountabilities :
Provide technical assistance, guidance, and customer service to our global customers and sales organization.
Act as liaison for partners or integrator's 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.
Responsible to help with coverage for other regions or for any on call or weekend duties.
Key Relationships Internally and Externally :
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 as needed.
Work in conjunction with Dow Jones Sales and Consulting organizations
Direct relationship with Enterprise champions, key business owners, and technical Owners (System Administrators, Developers, Consultants) at major corporations.
Knowledge, Skills and Experience Required :
Minimum of 3 years Customer Service / Technical Support experience in a call center environment.
Experience supporting web and mobile applications along with a thorough 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.
Excellent verbal and written communication skills with 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. Sets high standards of performance; assumes responsibility and accountability for successfully completing assignments
develop and sustain productive customer relationships.
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