Job Description : Background :
Under minimal supervision, provides phone, chat and email support to customers that use Dow Jones Integration & Destination products.
As a Technical Support Executive, you’ll represent Dow Jones as you manage and resolve issues from customers who are using Dow Jones 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.
QUALIFICATIONS : Required
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. Sets high standards of performance; assumes responsibility and accountability for successfully completing assignments
develop and sustain productive customer relationships.
Minimum 3 years Customer Service / Technical Support experience in a call center environment.
Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues.
Experience working with XML and Relational Databases.
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