Identity & Access Specialist

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. We encourage anyone that wants to join us in our mission to apply.

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).