Job Description

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.

Non-Essential Functions:

Perform other duties as assigned.

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 of 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.

Reporting Structure:

Reports to a Team Lead or Manager in SaaS Operations, who provides supervision, guidance and evaluates work performance on a periodic basis