Client Services - Technical Support Representative / Analyst
Dow Jones · United States
- Hybrid
- Full-time
- $62,500 / year
- United States
Job highlights
- Resolve complex technical issues for OPIS products.
- Support clients with API errors and data validation.
- Analyze and transform data using Excel and Power BI.
- Explain technical concepts to diverse audiences.
- Collaborate with global support and sales teams.
About the role
About The Role
As a Technical Support Representative / Analyst, you will represent OPIS as you manage and resolve complex technical issues from customers who are using our destination sites and data feed related products. You will work with global technical support staff and other departments within customer service to resolve customer problems. You will work in conjunction with OPIS Sales and Consulting organizations. You will also have direct relationships with enterprise champions, key business owners, and technical owners (system administrators, developers, consultants) at major corporations. The position resides in the Customer Service Team and you will report to the Customer Service Supervisor.
The OPIS Customer Service mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted information and analysis for our industry-leading proprietary benchmark chemical, coal, carbon, and petroleum services. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. We encourage anyone that wants to join us in our mission to apply.
About The Team
OPIS, a Dow Jones company, provides price transparency across the global fuel supply chain, including the Spot, Wholesale Rack and Retail markets. OPIS enables customers to buy and sell energy commodities with confidence with multi-platform access to accurate data, real-time news, powerful software and educational events. Our commitment to reliability is reinforced by personalized customer service and constant innovation. OPIS listens to what the energy community needs and responds with flexible and easy-to-use products. Navigating world fuel markets is complex – OPIS makes it simpler.
This position sits at the intersection of data analysis, API support and client-facing technical support. The ideal candidate has a mix of technical and data skills, troubleshooting proficiency/ability and strong communication skills.
You Will
- Gather, clean, transform and analyze various data
- Validate that APIs work properly and the data is accurate
- Assist clients with API errors, issues and data validation
- Identify whether issues are API related, data related or client implementation related
- Explain technical concepts to both technical and non-technical clients
- Conduct API demos and training sessions
- Communicate resolution steps clearly
- Create audits and reports from API user and usage data using Excel and BI reporting tools
- Manage multiple concurrent requests, prioritize tasks and exhibit strong attention to detail
- Provide technical support for developers who are implementing one or more of OPIS’ API’s products
- Assist with coverage for other regions or for any “on call” or weekend duties
You Have
- 3+ years’ customer service/technical support experience
- College Degree or relevant work experience
- Understanding of REST APis and ability to understand API Swagger documentation
- Knowledge of HTTP methods
- Understanding of authentication methods (API keys, OAuth, tokens)
- Experience testing APIs with tools like Postman (and/or Insomnia)
- Ability to debug API requests and responses
- Understanding of JSON and XML formats
- Familiarity with rate limits, pagination, API errors
- Experience connecting APIs to reporting tools or scripts
- Data cleaning and transformation skills
- Intermediate to advanced proficiency in Microsoft Excel and Power BI
- Familiarity with Google Looker Studio
- Logical problem solving skills
- Client-facing professionalism with strong written and verbal communication skills
- Ability to create and work with pivot tables, data validation, Power Query (bonus: Python)
- Prior experience with Salesforce and NetSuite (a plus)
Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Lifestyle programs & Wellness Resources
- Education Benefits
- Family Care Benefits & Caregiving Support
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
Learn More About All Our US Benefits
Equal Opportunity Employer
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
Reasonable Accommodation
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 talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.
Key skills/competency
- Technical Support
- API Support
- Data Analysis
- Client Communication
- Problem Solving
- REST APIs
- JSON/XML
- Microsoft Excel
- Power BI
- Troubleshooting
Skills & topics
- Technical Support
- API Support
- Data Analysis
- Client Services
- Troubleshooting
- REST API
- JSON
- XML
- Excel
- Power BI
- Customer Service
- Dow Jones
- OPIS
- Energy Markets
How to get hired
- Tailor your resume: Highlight 3+ years of technical support and API experience.
- Showcase technical skills: Emphasize proficiency in REST APIs, Postman, JSON, XML, Excel, and Power BI.
- Demonstrate problem-solving: Provide examples of resolving complex technical issues and debugging API errors.
- Communicate clearly: Prepare to explain technical concepts to both technical and non-technical clients.
- Research Dow Jones: Understand their commitment to data accuracy and customer service excellence.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the primary responsibilities of a Technical Support Representative Analyst at Dow Jones?
- As a Technical Support Representative Analyst at Dow Jones, you will manage and resolve complex technical issues for customers using OPIS destination sites and data feed products. This involves assisting clients with API errors and data validation, analyzing data, and explaining technical concepts to various audiences.
- What technical skills are essential for this role at Dow Jones?
- Essential technical skills include a strong understanding of REST APIs, HTTP methods, authentication methods, and experience testing APIs with tools like Postman. Proficiency in debugging API requests/responses, understanding JSON/XML formats, and intermediate to advanced skills in Microsoft Excel and Power BI are crucial.
- What kind of experience is required for the Technical Support Representative Analyst position at Dow Jones?
- The role requires at least 3 years of customer service/technical support experience. A college degree or relevant work experience is also considered. Experience with data cleaning, transformation, and connecting APIs to reporting tools or scripts is highly valued.
- How does Dow Jones support its employees in this Technical Support Representative Analyst role?
- Dow Jones offers a comprehensive benefits package including healthcare, paid time off, retirement plans, and wellness resources. They are committed to employee growth and provide educational benefits and family care support.
- What is the expected career progression for a Technical Support Representative Analyst at Dow Jones?
- While specific paths vary, this role provides a strong foundation in technical support, API interaction, and data analysis within the energy information sector. Growth opportunities may exist within customer service, technical account management, or data analytics teams at Dow Jones.
- How important is client-facing communication for this Dow Jones Technical Support Representative Analyst role?
- Client-facing communication is extremely important. You will be explaining technical concepts to both technical and non-technical clients, conducting API demos, and training sessions, requiring strong written and verbal communication skills and professionalism.
- What is the work environment like for a Technical Support Representative Analyst at Dow Jones?
- The role is part of a collaborative Customer Service Team focused on delivering excellence. You will work with global technical support staff and other departments, fostering a team-oriented environment with a mission to provide great customer experiences.