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
#LI-Remote
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.
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Business Area: Dow Jones - Energy
Job Category: Customer Service & Contact Center Operations
Union Status:
Non-Union role
Base Pay Range: $55,000 - $70,000
We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.
For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.
For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.
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, MarketWatch 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.
Req ID: 51648
