Identity & Access Specialist

FACTIVA INC; 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

Job Description:

About the Team: The Dow Jones Customer Service (DJCS) 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, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

About the Role:

You will be on the Identity & Access team based in our New Jersey office reporting to the Senior Manager, Identity & Access.

• You Will Provide high-level telephone and email support on Dow Jones suite of products and services.


• Professionally 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 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.


• 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.

Qualifications:

• You Have 2+ years of relevant customer service experience.


• Excellent verbal and written communication skills.


• Ability to follow documented troubleshooting steps and accurately log interactions into the Salesforce.


• Knowledge of IP networking and protocol including HTTP, 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 effectively adapt to a changing work environment and structure.


• High degree of professionalism.


• Sets high standards of performance; assumes responsibility and accountability for successfully completing assignments.


• Minimum 3 years of Technical Support experience in a call center environment (preferred).


• Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues (preferred).


• Bachelor’s degree or related work experience (desired).


• Experience working with XML and HTTP protocols (desired).

Business Area:

Dow Jones - Customer Service

Job Category:

IT, Telecom & Internet

Union Status:

Union role

Base Pay Range:

$65,000 - $85,000

We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors. For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions. For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.

Our Benefits:

• Comprehensive Healthcare Plans


• Paid Time Off


• Retirement Plans


• Comprehensive Insurance Plans


• Education Benefits


• Family Care Benefits


• Commuter Transit Program


• Subscription Discounts


• Employee Referral Program #LI-Hybrid

Equal Opportunity Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law.

EEO/Disabled/Vets Reasonable Accommodation:

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at [e-mail]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates. Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.

Dow Jones Overview:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world’s largest newsgathering operations globally. It is home to leading publications and products, including the flagship Wall Street Journal, America’s largest newspaper by paid circulation, Barron’s, MarketWatch, Mansion Global, Financial News, Dow Jones Risk & Compliance and Dow Jones Newswires. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).