Research Specialist Job in Princeton 08540, New Jersey US
Integration Research Specialist
Position Summary Statement:
The position resides in the Customer Experience Team, reporting to the Integration Research Manager. Under some supervision, the Integration Research Specialist is responsible for providing superior customer service on the full suite of Dow Jones products. The Integration Research Specialist has a responsibility to ensure that customers have an exceptional experience and remain loyal to Dow Jones.
General Responsibilities
• Provide high level telephone and e-support to customers who require research assistance for the Dow Jones suite of products.
• Provide advice on search strategies, indexing and content
• Provide first level technical support
• Log all incidents accurately, efficiently and comprehensively using internal tools
• Learn and use all the internal tools to provide high level support to customers
• Create searches for the query library for internal and external customers
• Encourage and increase product usage
• Assist and identify opportunities within accounts and escalate/ liaise with account teams where necessary
• Improve client retention through exceptional customer service
• Track progress on outstanding incidents to ensure customers get accurate and timely updates and resolutions
• Build strong relationships with Customer Service colleagues, Technical Support and Sales
• Collaborate with Sales on projects that might bring new revenue to the company
• Attend different workshops/briefings to keep up with company trends
• Work with assigned external/internal customers.
• Help create searches and/or selecting content for special company projects
• Participate in activities to improve the overall Customer Experience such as mentoring, focus groups and miscellaneous training sessions. Key relationships internally and externally
• The Integration Research Specialist plays an integral part in customer satisfaction and retention and will establish the strongest possible personalized relationship with our customers.
• The Integration Research Specialist must be able to establish trust, prove reliability and exhibit expertise over the phone and via written communication.
• Voice rate, tone and pitch must be professional and helpful at all times with the aim of creating the strongest and most personalized relationship with our customers and the Sales team.
• The Integration Research Specialist is an integral part of the business group and will work closely and maintain strong professional relationship with Customer Service colleagues, Technical Support, Sales, Consulting Services, Product and Content Management to ensure that issue are handled in a timely manner.
Knowledge/ Skills
• Strong research skills using Boolean connectors, proximity connectors and taxonomy for the creation of queries.
• Be able to analyze and understand the customers' requests/issues and conduct appropriate research to and solve problems correctly and in a timely manner.
• Excellent verbal and written skills with the ability to quickly establish trust, reliability and expertise over the phone and in written communication.
• People skills with ability to listen, empathize, and effectively handle challenging customers in a professional manner.
• Commitment to customer satisfaction to build and develop relationships.
• 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.
• Oral and written communication skills in Spanish, Portuguese, French, German, Italian, Japanese, or Chinese would be a strong plus.
Requirements
Masters in Library and Information Science (preferred)
Bachelors degree required
Two years of research/ product experience in a library environment and/or information centre and/or online customer support.
Strong knowledge of Windows applications
Familiarity with the Dow Jones/ Factiva products
Fluency in a second language is desired
.
