Job Description

Involves movement between departments to facilitate workflow. Primary Purpose of Position:
Provide customer service and frontline support for clients subscribing to Charles River's suite of SaaS Operations including Application Management, Hosting, CRN/FIX, and/or Compliance Services.
Essential Functions:• ? Perform frontline technical support as part of a global team to deliver exemplary customer service to CRD's SaaS Operations clients.
• ? Coordinate with clients, internal Charles River colleagues, and CRD vendors to investigate, troubleshoot, and resolve client-reported problems or issues detected by CRD's automation tools.
• ? Follow departmental procedures to ensure timely, high quality delivery of service to Charles River global SaaS Operations clients and help ensure a "five 9's" level of service availability.
• ? Escalate and track issues which exceed the scope of the frontline support capability.
• ? Ensure all internal SaaS Operations tracking systems and documentation are accurate and current.
• ? Provide periodic off-hours support.


Requirements and Qualifications:• ? A BA/BS degree in a technical or analytical discipline such as computer science, information technology, engineering, science, economics, mathematics, or statistics required.
• ? A minimum total 7+ years exp & 2-5 years of progressively responsible, relevant experience, preferably in customer facing roles.
• ? Proven customer focused mindset and excellent customer service skills
• ? Excellent interpersonal, verbal, and written communication skills
• ? Aptitude for technical troubleshooting
• ? Ability to succeed in a mission critical, technical, customer service and support environment
• ? Ability to work effectively with internal departments and external vendors to resolve client issues
• ? General familiarity with Windows administration, networking, and databases preferred
• ? Exposure to electronic trading systems, FIX protocol, financial software applications, or other enterprise business software desirable, but not required
• ? Salesforce administrator or related experience desirable, but not required
• ? Ability to manage multiple, simultaneous priorities.
• ? Proven organizational skills with attention to detail.
• ? Ability to achieve results without close supervision.
• ? Self-motivated with the ability to operate independently and also has the strong desire to work as a member of a team.
• ? Demonstrated practical, hands-on, "can-do" approach, and the ability to work efficiently and creatively.
• ? Strong analytical and problem-solving skills.
• ? Travel unlikely to be required.
• ? Flexibility with schedule and ability to work beyond regular business hours with periodic off hours support required.


Physical Requirements:• Involves work of a general office nature usually performed in a stationary position (E.G. sitting or standing) such as answering the phone, operation of a computer, and/or operation of a photocopier.
• Involves movement between departments to facilitate workflow.


Internal and External Contacts:• Interfaces regularly in both verbal and written form with all levels of professionals.
• Interfaces regularly with external customers and other parties.