Research Specialist for Customer Support

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally.

Reporting to the Integration Research Manager and sitting within the Customer Experience Team, the role of the Research Method Specialist is, while providing superior customer service, focusing on assisting customers with performing specific searches and using more complex research methods in order to utilise the full suite of Dow Jones products more effectively.

• Create searches for the query database used for both internal and external customers.
• Think out of the box when utilising 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, and customers.
• Collaborate with Sales on projects that might bring new revenue to the company.
• Work with assigned external/internal customers.
• 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.

• Strong research skills using Boolean connectors, proximity connectors and taxonomy for the creation of queries.
• Ability to analyse and understand customer requests/issues, conduct appropriate research and solve issues correctly in a timely manner.
• 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 keep ahead of trends.
• Technical aptitude with previous experience supporting applications in a web environment.
• Understanding of customer needs and ability to suggest Dow Jones products and services to existing as well as potential customers.
• Team player to move team toward completion of goals.
• Ability to follow a large set of procedural guidelines and adjust to changes when required.
• Positive outlook on change and a flexible approach to the work environment and structure.