Identity & Access Pro: SSO & Access Support

Dow Jones; Princeton (NJ); On-site; 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 is seeking a skilled Identity & Access specialist to join the New Jersey office. You will provide phone and email support for Dow Jones products, assist customers and internal teams, and ensure issues are resolved with high-quality service.

You will work with internal teams and vendors on SSO-related problems and document resolutions. The role requires strong technical aptitude, 2+ years of customer service, and the ability to explain complex issues to non-technical users.

Qualifications

• 2+ years of relevant customer service experience.
• Bachelor’s degree or related work experience.
• Experience with XML and HTTP protocols.
• Ability to follow documented troubleshooting steps and log interactions into Salesforce.

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 maintaining superior service levels.
• Follow all procedures from start to finish and log interactions.
• Collaborate with Dow Jones departments to address escalated issues promptly.
• Investigate and resolve SSO login failures, error messages, and misconfigurations.
• Assist users with account linking, access permissions, and authentication failures.
• Document troubleshooting steps, errors, and resolutions.

Skills

Customer service

Verbal communication

Written communication

Salesforce

Networking basics

Troubleshooting

Technical aptitude

Education

Bachelor's degree or related work experience

Tools

Salesforce

XML

HTTP

Job description

Dow Jones is seeking a skilled Identity & Access specialist to join the New Jersey office. You will provide phone and email support for Dow Jones products, assist customers and internal teams, and ensure issues are resolved with high-quality service.

You will work with internal teams and vendors on SSO-related problems and document resolutions. The role requires strong technical aptitude, 2+ years of customer service, and the ability to explain complex issues to non-technical users.