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. 

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