Identity & Access Specialist

Dow Jones & Company•Princeton, FL

2d•Hybrid

About The Position

The Identity & Access Specialist is part of Dow Jones Customer Service’s Identity & Access team, based in the New Jersey office and reporting to the Senior Manager, Identity & Access. The team supports customers using Dow Jones products and services, including The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. The role provides technical assistance and customer service to global customers and the sales organization. It handles customer inquiries by telephone and email, investigates and resolves single sign-on (SSO) issues, and assists users with account linking, access permissions, and authentication. The specialist documents troubleshooting and resolutions, follows procedures, and works with internal teams and external vendors to resolve issues.

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.
Ability to set high standards of performance and take responsibility and 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 and a thorough understanding of troubleshooting browser-related issues.
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 superior service and following procedures through resolution.
Make independent decisions to resolve customer issues using strong problem-solving skills.
Collaborate with other 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, and apply new information about web technologies and information services.