Job Description:You Will:- Be a liaison for integrators during the installation of Dow Jones WSJ 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 high-level telephone and email support on Dow Jones suite of products and services
- Respond to inquiries from clients and internal teams
- Resolve customer issues while consistently providing superior levels of service
- Ensure all relevant procedures are followed from beginning to resolution
- Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge
- Make independent decisions to resolve customer issues with strong problem solving skills
- Collaborate with other Dow Jones departments to ensure escalated issues are handled timely and correctly
- Collaborate with Print Business Operations colleagues, Technical Support, Advertising, Sales, Product, internal stakeholders, and customers
- Quickly assimilate and apply new information relating to web technologies and information services
- Provide technical assistance, guidance, and customer service to our global customers and sales organization
You Have:- 2+ years of relevant application support experience
- Excellent verbal and written communication skills
- Ability to follow documented troubleshooting steps and accurately log interactions into Service Now
- Ability to assimilate complex product knowledge and identify appropriate solutions
- Ability to effectively adapt to a changing work environment and structure
Preferred:- Minimum 3 years of Technical Support experience in a call center environment
- Experience supporting web and mobile applications along with a deep understanding of troubleshooting browser-related issues
- Knowledge of IP networking and protocol including HTTP, XML to troubleshoot network and web browser connectivity issues
- Knowledge of Microsoft .NET and .NET Core C# language
- Knowledge of Java, JavaScript, and Python, JSON and XML
- Knowledge of RESTful web services, and knowledge of cloud environments (AWS)
Our Benefits- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Medical, Dental and Vision Insurance Plans
- Education Benefits
- Paid Maternity and Paternity Leave
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
Learn more about all our US benefits
#LI-Hybrid
Business Area:Dow Jones - Print Operations
Job Category:IT, Telecom & Internet
Union Status:Union role
Base Pay Range: $95,000 - $120,000
We're committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate's experience, skills, location, and other relevant factors.
For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.
For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.
