Client Services - Technical Support Representative at Dow Jones & Co. – Gaithersburg, Maryland

Dow Jones & Co.

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Dow Jones, Making Careers Newsworthy

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.

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put “Reasonable Accommodation in the subject line.

Gaithersburg MD
Remote - USA

Full time
Job_Req_51648

Job Description:
About the Role:

As a Technical Support Representative, you will represent OPIS as you manage and resolve complex technical issues from customers who are using our destination sites and data feed related products. You will work with global technical support staff and other departments within customer service to resolve customer problems. You will work in conjunction with OPIS Sales and Consulting organizations. You will also have direct relationships with enterprise champions, key business owners, and technical owners (system administrators, developers, consultants) at major corporations. The position resides in the Customer Service Team and you will report to the Customer Service Supervisor.

The OPIS Customer Service 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 information and analysis for our industry-leading proprietary benchmark chemical, coal, carbon, and petroleum services. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. We encourage anyone that wants to join us in our mission to apply.

About the Team:

OPIS, a Dow Jones company, provides price transparency across the global fuel supply chain, including the Spot, Wholesale Rack and Retail markets. OPIS enables customers to buy and sell energy commodities with confidence with multi-platform access to accurate data, real-time news, powerful software and educational events. Our commitment to reliability is reinforced by personalized customer service and constant innovation. OPIS listens to what the energy community needs and responds with flexible and easy-to-use products. Navigating world fuel markets is complex - OPIS makes it simpler.

You Will:

• 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

You Have:

• 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

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Insurance Plans
• Lifestyle programs & Wellness Resources
• Education Benefits
• Family Care Benefits & Caregiving Support
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Learn more about all our US benefits

#LI-Remote

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:
Dow Jones - OPIS

Job Category:
Customer Service & Contact Center Operations

Union Status:
Non-Union role

Pay Range: $55,000 - $70,000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..

About_Us

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.