Client Services - Technical Support Representative

Dow Jones•Gaithersburg, MD

1d•$55,000 - $70,000•Remote

About The Position

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.

Requirements

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
College degree -OR- relevant experience

Nice To Haves

Prior experience with Salesforce and NetSuite (a plus)

Responsibilities

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