Identity & Access Specialist

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

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.

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).

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 Employer

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.

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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.