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