Job Description:

About the Role/Position:

Provides best in class customer service and technical support to IBD customers. Responds to situations where first-line product support failed to isolate or fix problems in malfunctioning of website. Delivers innovative and proactive technical customer service that exceeds customer's expectations.

Primary Responsibilities/Accountabilities:

• Resolves a wide range of issues in creative ways by processing and responding to customer issues, requests, complaints, and other various needs through multiple contact points such as inbound and outbound phone, chat, online requests and email. Minimum Quarterly Quality level 95%.
• Provides customers with technical assistance with IBD products diagnosing, troubleshooting, repairing and debugging website. Clears cache, clear cookies, asks probing questions, walks customers through corrective processes. Back-end resolution of password and entitlement issues.
• Resolves a wide range of issues in creative ways by processing and responding to customer issues, requests, complaints, and other various needs through multiple contact points such as inbound and outbound phone, chat, online requests and email.
• Helps educate customers on diverse product offerings, proprietary investing tools, features and content.
• Makes callbacks to follow-up on service and/or support-related issues.
• Collaborates with various departments to research and resolve technical issues, improve processes and to advance thoughtful ideas. Reports problems with screenshots to programmers.
• Develops and maintains a knowledge base of the evolving IBD suite of products offerings.
• Grows investing knowledge through the education the company provides.

Knowledge/Experience Preferred:

• 2 to 5 years of experience
• Knowledge of various internet browsers (i.e., Internet Explorer, Firefox, Safari & Chrome) and security software.
• Awareness of known (hardware/software) compatibilities, Operating Systems, Browsers, anti-virus, Plug-ins/Add-Ons.

Preferred Tools/Skills:

• Excellent written and verbal communication skills.
• Proven experience of Windows, MAC, and iPad operating systems

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. 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, please reach out to us at TalentResourceTeam@dowjones.com. Please put "Reasonable Accommodation" in the subject line.

Business Area: Investor's Business Daily

Job Category: IT Administration/Support Group

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 26174