System Support Specialist Sr - Print IT
External
Dowjones · PrincetonPrepare for this interview
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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)
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