Technical Support Representative
Background:
Provide phone, chat and email support to customers that use Dow Jones Integration & Destination products (XML Feeds & Websites). As a Technical Support Executive, you’ll represent Dow Jones as you manage and resolve issues ranging from product functionality questions to troubleshooting complex technical issues around our feed related products.
In addition, your responsibilities will include, but will not be limited to, the following:
- Be a liaison for integrators during the installation of Dow Jones Factiva 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.
Key responsibilities:
- Provide phone, chat and email support for customers who are using Dow Jones Destination & Integration products
- 2nd Level support for unresolved Technical Support issues
- Escalating issues to other departments when appropriate
- Keeping the customer and Dow Jones staff updated on the status of escalated issues.
- Recognize and report problem trends
- Identify product defects and escalate the issue to our product testing for resolution
- Responsible to help with coverage for other regions or for any “on-call” or weekend duties.
Key Relationships:
- Work with technical staff and other departments within customer service to resolve customer problems
- Work closely with the various system development groups, Global Operations, and Product Testing
- Work as a team member in the Technical Support Team.
- Interact with customer service to resolve production issues.
- Interact with Technology group members to support each other.
- Collaborate with the customer’s Technology Team as necessary to troubleshoot or resolve technical issues.
- Assist the sales force in resolving technical issues
- Keep management informed of all severity one problems
Skills, experience & qualifications:
- Minimum of 3 years Customer Service / Technical Support experience in a call center environment
- Experience supporting web and mobile applications along with a deep understanding of troubleshooting browser related issues
- Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with salesforce.com is a plus)
- Experience working with XML and Relational Databases.
- 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
- Ability to explain complex products and technical issues at a level appropriate to the audience.
- Ability to assimilate complex product knowledge and identify appropriate solutions.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .