Technical Support Executive

About the role

The Dow Jones Customer Service (DJCS) 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, Investor's Business Daily, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will provide support for Dow Jones destination and Integration products. As a Technical Support Representative, you'll represent Dow Jones as you manage and resolve complex technical issues from customers who are using our destination sites and feed related products. You will report to the Technical Support Supervisor and be based in our New Jersey office. You Will: Provide technical assistance, guidance, and customer service to our global customers and sales organization. Act as liaison for partners or integrators 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. Be responsible for the effectiveness, quality and timeliness of trouble resolution, quality of service and implementation success, and service Tier 1 agreements. Responsible to help with coverage for other regions or for any "on call" or weekend duties. 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. Work in conjunction with Dow Jones Sales and Consulting organizations. Have a direct relationship with Enterprise champions, key business owners, and technical Owners (System Administrators, Developers, Consultants) at major corporations. You Have: Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with salesforce.com is a plus) 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. High standards of performance; assume responsibility and accountability for successfully completing assignments Customer Focus with the ability to make customers (internal & external) and their needs a primary focus of one's actions; develop and sustain productive customer relationships. Minimum 3 years Customer Service /Technical Support experience in a call center environment (preferred). Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues (preferred). Experience working with XML and Relational Databases (desired).