[Remote] Client Services - Technical Support Representative / Analyst

Note: The job is a remote job and is open to candidates in USA. Dow Jones is seeking a Technical Support Representative / Analyst to manage and resolve complex technical issues for customers using their products. The role involves working with global technical support teams, assisting clients with API-related issues, and ensuring high-quality customer service.


Responsibilities

  • 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

Skills

  • 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)

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

Company Overview

  • Dow Jones is a news and business information provider that delivers content to consumers and organizations via newspapers and more. It was founded in 1882, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is http://www.dowjones.com.

    • Company H1B Sponsorship

  • Dow Jones has a track record of offering H1B sponsorships, with 5 in 2026, 45 in 2025, 40 in 2024, 48 in 2023, 72 in 2022, 44 in 2021, 39 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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