Identity & Access Engineer - SSO & Tech Support

Dow Jones; Princeton (TX); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Comprehensive Healthcare Plans

Paid Time Off

Retirement Plans

Comprehensive Insurance Plans

Education Benefits

Family Care Benefits

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Job summary

Dow Jones in New Jersey is seeking a capable Customer Support Specialist to provide high-level phone and email support for our suite of products. You will respond to client inquiries, resolve issues, and ensure processes are followed from start to finish.

The role requires strong communication, technical proficiency, and the ability to explain complex issues to non-technical users. A hybrid workplace supports collaboration with Sales, Product, and Support teams.

Qualifications

• 2+ years of relevant customer service experience.
• Excellent verbal and written communication skills.
• Ability to follow documented troubleshooting steps and log interactions in Salesforce.
• Knowledge of IP networking and protocols including HTTP, XML.
• Strong technical proficiency and problem-solving skills.
• Ability to explain technical issues to non-technical users.
• Assimilate complex product knowledge and identify solutions.
• Adapt to changing work environment and structure.
• Experience in Technical Support call center (preferred).
• Experience supporting web and mobile applications and browser troubleshooting (preferred).

Responsibilities

• Provide high-level telephone and email support on Dow Jones products and services.
• Respond to inquiries from clients and internal teams.
• Resolve customer issues with superior service.
• Follow procedures from start to finish.
• Continuously learn product training and process knowledge.
• Decide independently to resolve issues with strong problem solving.
• Collaborate with other departments to handle escalations.
• Assist users with account linking, permissions, and authentication failures.
• Document troubleshooting steps and resolutions.
• Keep up with web technologies and information services.
• Provide technical assistance to global customers and sales organization.

Skills

Customer service

Communication

Troubleshooting

Technical proficiency

Problem solving

Salesforce

Networking basics

XML

HTTP

Documentation

Education

Bachelor's degree or related work experience

Tools

Salesforce

XML

HTTP

Job description

Dow Jones in New Jersey is seeking a capable Customer Support Specialist to provide high-level phone and email support for our suite of products. You will respond to client inquiries, resolve issues, and ensure processes are followed from start to finish.

The role requires strong communication, technical proficiency, and the ability to explain complex issues to non-technical users. A hybrid workplace supports collaboration with Sales, Product, and Support teams.