Identity & Access Specialist

Dow Jones•Princeton, TX

3d•$65,000 - $85,000•Hybrid

About The Position

The Identity & Access Specialist is part of the Dow Jones Customer Service Identity & Access team, based in the New Jersey office and reporting to the Senior Manager, Identity & Access. The role provides technical assistance and customer service to global customers and the sales organization, supporting Dow Jones products and services by telephone and email. The specialist investigates and resolves single sign-on (SSO) login failures, error messages, and misconfigurations; assists with account linking, access permissions, and authentication failures; and works with internal teams and external vendors to resolve SSO-related issues. The role also documents troubleshooting steps, common errors, and resolutions, follows support procedures, and collaborates across departments to ensure escalated issues are handled promptly and correctly.

Requirements

At least 2 years of relevant customer service experience.
Excellent verbal and written communication skills.
Ability to follow documented troubleshooting steps and accurately log interactions in Salesforce.
Knowledge of IP networking and protocols, including HTTP and XML, to troubleshoot network and web browser connectivity issues.
Strong technical proficiency.
Strong problem-solving skills and attention to detail.
Ability to explain technical issues to non-technical users.
Ability to assimilate complex product knowledge and identify appropriate solutions.
Ability to adapt effectively to a changing work environment and structure.
High degree of professionalism, with accountability for completing assignments successfully.

Nice To Haves

At least 3 years of technical support experience in a call center environment.
Experience supporting web and mobile applications, including a thorough understanding of browser-related troubleshooting.
Bachelor’s degree or related work experience.
Experience working with XML and HTTP protocols.

Responsibilities

Provide high-level telephone and email support for Dow Jones products and services.
Respond professionally to inquiries from clients and internal teams.
Resolve customer issues while providing a high level of service.
Follow applicable procedures from the beginning of an issue through resolution.
Make independent decisions to resolve customer issues using problem-solving skills.
Collaborate with Dow Jones departments to ensure escalated issues are handled promptly and correctly.
Work with Customer Service colleagues, Technical Support, Sales, Product, internal stakeholders, and customers.
Investigate and resolve SSO login failures, error messages, and misconfigurations.
Work with internal teams and external vendors to resolve SSO-related issues.
Assist users with account linking, access permissions, and authentication failures.
Document troubleshooting steps, common errors, and resolutions.
Provide technical assistance, guidance, and customer service to global customers and the sales organization.
Keep up with new product training and process knowledge.