Identity & Access Specialist - Hybrid IT Support

Dow Jones & Co.; Princeton (NJ); 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 & Co. in New Jersey near Princeton is seeking a Customer Service Specialist on the Identity & Access team. You will provide high-level telephone and email support for Dow Jones products, respond to inquiries, resolve issues, and follow established procedures to drive timely resolutions.

Ideal candidates have 2+ years in customer service, strong technical aptitude, and experience with Salesforce. You will collaborate across departments to address SSO login problems and document

Qualifications

• 2+ years of customer service experience.
• Excellent verbal and written communication skills.
• Experience using Salesforce to log interactions.
• Knowledge of IP networking and protocols including HTTP and XML.
• Strong technical proficiency and problem-solving skills.
• Ability to explain technical issues to non-technical users.
• 3+ years of technical support in a call center (preferred).
• Experience supporting web and mobile applications.

Responsibilities

• Provide high-level telephone and email support on Dow Jones products and services.
• Respond professionally to inquiries from clients and internal teams.
• Resolve customer issues while maintaining superior service.
• Follow established procedures from start to finish.
• Keep up with product training and process knowledge.
• Make independent decisions to resolve issues with strong problem-solving skills.
• Collaborate with other Dow Jones departments on escalations.
• Investigate and resolve SSO login failures and misconfigurations.
• Work with internal teams and vendors on SSO issues.
• Assist users with account linking and authentication.
• Document troubleshooting steps and resolutions.

Skills

Customer service

Technical troubleshooting

Communication

Salesforce

IP networking

HTTP/XML

Problem solving

Adaptability

Education

Bachelor's degree

Tools

Salesforce

Job description

Dow Jones & Co. in New Jersey near Princeton is seeking a Customer Service Specialist on the Identity & Access team. You will provide high-level telephone and email support for Dow Jones products, respond to inquiries, resolve issues, and follow established procedures to drive timely resolutions.

Ideal candidates have 2+ years in customer service, strong technical aptitude, and experience with Salesforce. You will collaborate across departments to address SSO login problems and document