Client Services - Technical Support Representative / Analyst

Job Description: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

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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 [email protected]. 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.