Gaithersburg, MD30+ days ago
At least 3 years' customer service/technical support experience • Ability to make customers (internal & external) and their needs a primary focus, thereby developing and sustaining productive customer relationships • Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues • Understanding of Web services (SOAP, REST, WSDL, XML) and relational databases • Experience supporting sites using API and SDK integrations • Knowledge of networking or communication protocol including HTTP, FTP, and other common protocols • Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM • High level understanding of how to troubleshoot network connectivity issues related to a customer's network infrastructure • Experience explaining complex products and technical issues in a level appropriate to the audience • Ability to assimilate complex product knowledge and identify appropriate solutions • Prior experience with Salesforce and NetSuite (a plus) • College degree -OR- relevant experience. • Provide technical support for developers who are implementing one or more of OPIS' API's products • Act as a liaison for partners or integrators during installation / implementation of OPIS 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 • Be responsible for the effectiveness, quality and timeliness of trouble resolution, quality of service and implementation success • Work closely with the various Systems / Technology / Development groups, including OPIS/Dow Jones Global Operations, Product Development Group, Product Testing Group, Information Technology and other key departments within OPIS/Dow Jones as needed • Assist with coverage for other regions or for any "on call" or weekend duties.