System Support Specialist Sr - Print IT

Dow Jones & Company•Princeton, FL

2d•Hybrid

About The Position

The Dow Jones Print Business Operations Group's 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, and other Dow Jones, NY Post and NewsCorp products. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will provide phone, chat and email support to customers that use Dow Jones Integration & Destination products. You will represent Dow Jones as you manage and resolve issues from customers who are using Dow Jones products. You will be based in our NJ office and report to the IT Manager.

Requirements

2+ years of relevant application support experience
Excellent verbal and written communication skills
Ability to follow documented troubleshooting steps and accurately log interactions into Service Now
Ability to assimilate complex product knowledge and identify appropriate solutions
Ability to effectively adapt to a changing work environment and structure

Nice To Haves

Minimum 3 years of Technical Support experience in a call center environment
Experience supporting web and mobile applications along with a deep understanding of troubleshooting browser-related issues
Knowledge of IP networking and protocol including HTTP, XML to troubleshoot network and web browser connectivity issues
Knowledge of Microsoft .NET and .NET Core C# language
Knowledge of Java, JavaScript, and Python, JSON and XML
Knowledge of RESTful web services, and knowledge of cloud environments (AWS)

Responsibilities

Be a liaison for integrators during the installation of Dow Jones WSJ products and solutions
Communicate best practices to customers using Dow Jones Products and Services
Work with customers to troubleshoot and resolve technical issues
Provide operational support for Dow Jones API's and Web Services
Perform investigation and analysis to solve problems and escalate issues to product management and development
Provide high-level telephone and email support on Dow Jones suite of products and services
Respond to inquiries from clients and internal teams
Resolve customer issues while consistently providing superior levels of service
Ensure all relevant procedures are followed from beginning to resolution
Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge
Make independent decisions to resolve customer issues with strong problem solving skills
Collaborate with other Dow Jones departments to ensure escalated issues are handled timely and correctly
Collaborate with Print Business Operations colleagues, Technical Support, Advertising, Sales, Product, internal stakeholders, and customers
Quickly assimilate and apply new information relating to web technologies and information services
Provide technical assistance, guidance, and customer service to our global customers and sales organization