# Identity & Access Team Member

**Company**: Dow Jones
**Location**: Princeton
**Job type**: full-time
**Salary**: $65,000 - $85,000
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://dowjones.wd1.myworkdayjobs.com/en-US/Dow_Jones_Career/job/Princeton/Identity---Access-Specialist_Job_Req_56271?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e86b5d79-86e

## Description

The Dow Jones Customer Service (DJCS) mission is to provide great service for customers and great experiences for people.

You will be on the Identity & Access team based in our New Jersey office reporting to the Senior Manager, Identity & Access.

Responsibilities:

- Provide high-level telephone and email support on Dow Jones suite of products and services.

- Professionally 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 Customer Service colleagues, Technical Support, Sales, Product, internal stakeholders, and customers.

- Investigate and resolve SSO login failures, error messages, and misconfigurations.

- Work with internal teams and external vendors to resolve SSO-related issues.

- Assist users with account linking, access permissions, and authentication failures.

- Document troubleshooting steps, common errors, and resolutions.

- Quickly assimilate and apply new information relating to web technologies and information services.

- Provide technical assistance, guidance, and customer service to global customers and sales organization.

Requirements:

- 2+ years of relevant customer service experience.

- Excellent verbal and written communication skills.

- Ability to follow documented troubleshooting steps and accurately log interactions into Salesforce.

- Knowledge of IP networking and protocol including HTTP, XML to troubleshoot network and web browser connectivity issues.

- Strong technical proficiency.

- Strong problem-solving skills and attention to detail.

- Ability to explain technical issues to non-technical users.

- 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.

- Minimum 3 years of Technical Support experience in a call center environment (preferred).

- Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues (preferred).

- Bachelor’s degree or related work experience (desired).

- Experience working with XML and HTTP protocols (desired).

Benefits:

- Comprehensive Healthcare Plans

- Paid Time Off

- Retirement Plans

- Comprehensive Insurance Plans

- Education Benefits

- Family Care Benefits

- Commuter Transit Program

- Subscription Discounts

- Employee Referral Program

## Skills

### Required
- HTTP
- XML
- IP networking
- problem-solving
- communication

### Nice to have
- Technical Support
- web and mobile applications
- troubleshooting browser related issues
- XML and HTTP protocols
- Bachelor’s degree

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Source: [Apply at dowjones.wd1.myworkdayjobs.com](https://dowjones.wd1.myworkdayjobs.com/en-US/Dow_Jones_Career/job/Princeton/Identity---Access-Specialist_Job_Req_56271?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)