Customer Support Specialist
hace 3 días
We are a leading provider of news and business information, serving customers globally with our trusted brands including The Wall Street Journal, Barron's, MarketWatch, and Dow Jones Factiva.
Job OverviewThis role is for a Technical Support Executive based in Barcelona, reporting to the Supervisor of Technical Support. As a key member of our team, you will provide support for Dow Jones destination and Integration products, managing and resolving complex technical issues from customers worldwide.
Key Responsibilities- 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.
- Responsible for the effectiveness, quality, and timeliness of trouble resolution, quality of service, and implementation success.
- Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM.
- Knowledge of networking or communication protocols, 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 the ability to explain complex products and technical issues in a level-appropriate manner.
- 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, setting high standards of performance and assuming responsibility and accountability for successfully completing assignments.
The estimated salary range for this role is €50,000 - €70,000 per annum, depending on experience and qualifications.
BenefitsWe offer a comprehensive package of benefits, including:
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Subscription Discounts
- Employee Referral Program
Dow Jones is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and interview process. If you need assistance or accommodation, please reach out to us at TalentResourceTeam.
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