Research Specialist, Dow Jones - Barcelona

Employer
Dow Jones
Location
Barcelona
Salary
$DoE
Closing date
20 Jun 2022

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Job Details

Job Description:

Research Specialist, Customer Service

Based in: Princeton, NJ/Barcelona

Reports to: Integration Research Manager

Key Responsibilities:

  • Create searches for the query database used for both internal and external customers.
  • Think out of the box when utilizing research method tools, allowing customers to use the suite of products more effectively for their specific requirements
  • Provide high-level telephone and e-support to customers who require research assistance for the Dow Jones suite of products including advice on search strategies, indexing, and content.
  • Learn and use all internal tools to provide high-level support to customers
  • Encourage and increase product usage by up-selling users, liaising with sales account teams where necessary
  • Track progress on outstanding incidents to ensure customers get accurate and timely updates and resolutions.
  • Build strong relationships with Customer Service colleagues, Technical Support, Sales, Product, internal stakeholders, and customers
  • Collaborate with Sales and prospects on projects that might bring new revenue to the company
  • Help create searches and/or select content for special company projects
  • Participate in activities to improve the overall Customer Experience such as mentoring, focus groups and miscellaneous training sessions
  • Act as a subject matter expert in your area


Requirements:

 

  • Strong research skills using Boolean connectors, proximity connectors, and taxonomy for the creation of queries
  • Ability to analyze and understand customer requests/issues, conduct the appropriate research, solve issues correctly in a timely manner, and evaluate that the results are relevant to the subject being studied
  • Proven ability to provide excellent customer service all at times and in all forms of communication with the ability to listen, empathize, and effectively handle challenging customers in a professional manner
  • Outstanding interpersonal skills, maintaining the highest service delivery
  • Ability to work independently on projects
  • Ability to keep ahead of trends
  • Technical aptitude with previous experience supporting applications in a web environment
  • Understanding of customer needs and the ability to suggest Dow Jones products and services to existing as well as potential customers
  • Team player to move the team toward the completion of goals
  • Ability to follow a large set of procedural guidelines and adjust to changes when required
  • A positive outlook on change and a flexible approach to the work environment and structure
  • MLS, former research experience, or Factiva expert search ability


QUALIFICATIONS:

Required

 

 

  • Strong research skills using Boolean connectors, proximity connectors, and taxonomy for the creation of queries
  • Ability to analyze and understand customer requests/issues, conduct the appropriate research, solve issues correctly in a timely manner, and evaluate that the results are relevant to the subject being studied
  • Proven ability to provide excellent customer service all at times and in all forms of communication with the ability to listen, empathize, and effectively handle challenging customers in a professional manner
  • Outstanding interpersonal skills, maintaining the highest service delivery
  • Ability to work independently on projects
  • Ability to keep ahead of trends
  • Ability to understand the customer's needs
  • Team player to move the team toward the completion of goals
  • Ability to follow a large set of procedural guidelines and adjust to changes when required
  • A positive outlook on change and a flexible approach to the work environment and structure
  • Experience in a customer service organization supporting high-end products and high-value clients
  • Experience supporting complex applications in a web environment
  • Ability to train/coach team members on Dow Jones PIB products and services (Factiva, R&C, Newswires)
  • Ability to build and develop relationships with others to assess needs, identify and solve problems
  • Superior verbal and written communication skills with the ability to explain complex ideas at a level appropriate to the audience
  • Advanced knowledge of current PIB products and CS procedures, with a minimum of 6 months in a CSA position on the PIB team in the past 2 years
  • Advanced knowledge in R&C products, as this Team Leader will also become a R&C SME (subject matter expert).
  • Ability to schedule work and implement work assignment adjustments to meet changing business needs
  • Ability to share MOD (Manager on Duty) responsibilities on weekends and holidays
  • Salesforce experience


Preferred

 

 

  • Technical aptitude with previous experience supporting applications in a web environment
  • Understanding of customer needs and the ability to suggest Dow Jones products and services to existing as well as potential customers


Desired

 

 

  • MLS, former research experience, or Factiva expert search ability


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: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

Req ID: 31739

 

Company

We break stories, influence ideas, and advance business intelligence and cultural interest.

We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences.

We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.

Examine the world and bring it to others.

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