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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