Research Specialist, Dow Jones - Barcelona

Recruiter
Dow Jones
Location
Barcelona
Salary
$DoE
Posted
21 Apr 2022
Closes
20 Jun 2022
Ref
Job_Req_31739
Industry
Journalist
Job Type
Permanent
Hours
Full Time

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

 

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