Client Services/Customer Support Analyst

Job Description:

Your role

Are you a process-oriented thinker with a high level of attention to detail? Do you enjoy applying your knowledge of practices and procedures to help customers with complex business solutions?

We’re looking for a Client Services/Customer Support Associate within the OPIS Division to:

• Identify, track and respond to client requests and feedback via the task management system.
• Provide troubleshooting and resolutions with escalation of complex requests to SME.
• Provide sales support by creating historical data files, auditing accounts, setting prospective clients up on trials of our services, and answering questions regarding data and data quality via phone, email and chat.
• Collaborate with colleagues on sales, editorial, marketing and IT teams to ensure complete customer satisfaction.
• Continue the OPIS legacy of providing the highest-quality customer support in the industry.

Your team

The team of 20 direct colleagues and many secondary colleagues manages the relationship and workflow with our clients in the global energy markets. These customers consist of some of the largest companies in the energy industry. Specifically, we support our customers and our internal teams to drive quality and timely customer solutions through the delivery of OPIS pricing data and market commentary that provides pricing transparency across the global supply chain. This support allows our customers to make daily decisions for their business that aid in their continued success.

Your expertise

You have

• A Bachelor’s degree preferred, work experience considered
• Prior experience with data management and/or customer service.
• Fluency in English, with other languages desirable based on our global customer base.
• Fluency in Google Suite, MS Office applications, with Excel expertise a priority.

You are

• Strong in English communications skills, both written and oral.
• Organized with strong problem-solving skills including the ability to manage multiple tasks and deadlines simultaneously in a fast-paced environment.
• A self-motivated individual who can work effectively and collaboratively with all co-workers, while also completing projects independently.
• Driven by the desire to help others succeed, delivering the highest levels of customer service and professionalism.

Working Hours:

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, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line.

Business Area: OPIS

Job Category: Customer Service & Contact Center Operations

Union Status:

Non-Union role

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: 37114