Client Services - Technical Support Representative

Dow Jones & Co.

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, Market Watch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award‑winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

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, email us at ta Please put “Reasonable Accommodation” in the subject line.

Gaithersburg MD | Remote - USA

Full time

As a Technical Support Representative, 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.

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.

• Provide technical support for developers who are implementing one or more of OPIS' API’s products
• Act as a liaison for partners or integrators during installation / implementation of OPIS products and solutions
• Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, new tools overviews, and contact lists
• Attend and implement product and customer service training programs
• Perform investigation and analysis to solve problems and elevate issues to product management and development
• Notify management and customers of platform or product troubles through a tiered notification and escalation process
• Be responsible for the effectiveness, quality and timeliness of trouble resolution, quality of service and implementation success
• Work closely with the…