System Support Specialist Sr - Print IT

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 delivers impactful experiences by helping our customers access trusted news and business information published and produced by our marquee brands including The Wall Street Journal, Barron's, Market Watch, and other Dow Jones, NY Post and News Corp products.

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, representing Dow Jones as you manage and resolve issues from customers who are using Dow Jones products. You will be based in our NJ office and report to the IT Manager.

• 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 escape 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

• 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

• 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)

• 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

Base Pay Range: $95,000 - $120,000

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets

We are 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 or participating in an interview due to a disability, email us at ta Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need.

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