Technical Support Executive

hace 2 meses

Barcelona, España Dow Jones A tiempo completo

Job Description
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, 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.
We encourage anyone that wants to join us in our mission to apply.
Technical Support Executive -
Based in : Barcelona
Reports to : Supervisor of Technical Support
Position Summary Statement :
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.
Key Responsibilities / Accountabilities :

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, also services Tier 1 agreements.
Responsible to help with coverage for other regions or for any on call or weekend duties.

Key Relationships Internally and Externally :

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 as needed.
Work in conjunction with Dow Jones Sales and Consulting organizations.
Direct relationship with Enterprise champions, key business owners, and technical Owners (System Administrators, Developers, Consultants) at major corporations.

QUALIFICATIONS :
Required

Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with is a plus)
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 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.
Customer Focus required. Ability to make customers (internal & external) and their needs a primary focus of one’s actions; develop and sustain productive customer relationships.

Preferred

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.

Desired

Experience working with XML and Relational Databases.

Our Benefits

Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
Education Benefits
Family Care Benefits
Subscription Discounts

Employee Referral Program
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, please reach out to us at TalentResourceT.
Please put Reasonable Accommodation in the subject line.
Business Area : Dow Jones - Customer Service
Job Category : IT, Telecom & Internet
Union Status : Non-Union role

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