System Support Specialist Sr

Job Description:

About Our Organization:

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 news-gathering 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, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

About the Role

The Dow Jones Print Business Operations Group's 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, and other Dow Jones, NY Post and NewsCorp products. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will provide phone, chat and email support to customers that use Dow Jones Integration & Destination products. You will represent Dow Jones as you manage and resolve issues from customers who are using Dow Jones products. You will be based in our Princeton, NJ office and report to the IT Manager.

You Will:

• Be a liaison for integrators during the installation of Dow Jones WSJ products and solutions
• Communicate best practices to customers using Dow Jones Products and Services
• Work with customers to troubleshoot and resolve technical issues
• Provide operational support for Dow Jones API's and Web Services
• Perform investigation and analysis to solve problems and escalate issues to product management and development
• Provide high-level telephone and email support on Dow Jones suite of products and services
• 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 Print Business Operations colleagues, Technical Support, Advertising, Sales, Product, internal stakeholders, and customers
• 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 application support experience
• Excellent verbal and written communication skills
• Ability to follow documented troubleshooting steps and accurately log interactions into Service Now
• Ability to assimilate complex product knowledge and identify appropriate solutions
• Ability to effectively adapt to a changing work environment and structure

Preferred:

• Minimum 3 years of Technical Support experience in a call center environment
• Experience supporting web and mobile applications along with a deep understanding of troubleshooting browser-related issues
• Knowledge of IP networking and protocol including HTTP, XML to troubleshoot network and web browser connectivity issues
• Knowledge of Microsoft .NET and .NET Core C# language
• Knowledge of Java, JavaScript, and Python, JSON and XML
• Knowledge of RESTful web services, and knowledge of cloud environments (AWS)

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Learn more about all our US benefits

#LI-Hybrid

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.EEO/AA/M/F/Disabled/Vets. Dow Jones is 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, due to a disability, email us at [email protected]. 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.

Business Area:

Dow Jones - Print Operations

Job Category:

IT, Telecom & Internet

Union Status:

Non-Union role

Pay Range: $90,000 - $110,000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..