Technical Support Executive - Dow Jones & Co - Wan Chai

Job Highlights
Customer Service /Technical Support experience
Experience working with XML & Relational Database
Excellent verbal and written communication skills
Job Description

Background:

Under minimal supervision, provides phone, chat and email support to customers that use Dow Jones Integration & Destination products. As a Technical Support Executive, you’ll represent Dow Jones as you manage and resolve issues from customers who are using Dow Jones products. In addition, your responsibilities will include, but will not be limited to, the following:

Be a liaison for integrators during the installation of Dow Jones Factiva 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 escalate issues to product management and development.

QUALIFICATIONS:

Required

Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with salesforce.com is a plus)
Knowledge of networking or communication protocol including HTTP, FTP, and other common protocols
High level understanding of how to troubleshoot network connectivity issues related to a customer’s network infrastructure.
Excellent verbal and written communication skills with ability to explain complex products and technical issues in a level appropriate to the audience.
Ability to assimilate complex product knowledge and identify appropriate solutions.
Ability to effectively adapt to a changing work environment and structure.
High degree of professionalism. Sets high standards of performance; assumes responsibility and accountability for successfully completing assignments
Customer Focus required. Ability to make customers (internal & external) and their needs a primary focus of one’s actions; develop and sustain productive customer relationships.

Preferred

Minimum 3 years Customer Service /Technical Support experience in a call center environment.
Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues.

Desired

Experience working with XML and Relational Databases.
Additional Information
Career Level
Middle
Qualification
Degree
Years of Experience
3 years
Job Type
Full Time
Job Functions
Sales, CS & Business Devpt, Call Centre, Customer Service - Supervisor / Officer, Information Technology (IT), Network & System
Company Overview

When you join Dow Jones, you become part of the most dynamic, creative and savvy news and information companies in the world. As a global leader in news and business intelligence, we’re newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television–including some of the widest-read and most-respected brands, like The Wall Street Journal, Barron’s, MarketWatch and DJX, our flagship news and analytics platform. Our media inform the discussions and decisions that are vital to the world’s commerce, while our databases make the business world more transparent. We continually develop technology to transform information into insight and prosperity. From over 50 countries and in over a dozen languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.

Application link: https://hk.jobsdb.com/hk/en/job/100003008478603/apply-preview?fr=SRP%20Job%20Listing&jobId=100003008478603&searchPath=%2Fhk%2Fjobs%2Fsales-cs-business-devpt%2F6&sectionRank=172&token=0~cadaf0d8-46c6-48d8-a4b0-0436b63e5438&trackData={"ApplySource"%3A7}