About the Role
The Dow Jones Print Business Operations Group's mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, and other Dow Jones, NY Post and NewsCorp products. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will provide phone, chat and email support to customers that use Dow Jones Integration & Destination products. You will represent Dow Jones as you manage and resolve issues from customers who are using Dow Jones products. You will be based in our NJ office and report to the IT Manager.
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
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets
Reasonable Accommodation
We are 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 or participating in an interview due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.
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.
Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
Req ID: 53636