Job Description

Involves movement between departments to facilitate workflow. Primary Purpose of Position:Provide customer service and frontline support for clients subscribing to Charles Rivers suite of SaaS Operations including Application Management, Hosting, CRN/FIX, and/or Compliance Services.Essential Functions:

• xefx82xa7 Perform frontline technical support as part of a global team to deliver exemplary customer service to CRDs SaaS Operations clients.
• xefx82xa7 Coordinate with clients, internal Charles River colleagues, and CRD vendors to investigate, troubleshoot, and resolve client-reported problems or issues detected by CRDs automation tools.
• xefx82xa7 Follow departmental procedures to ensure timely, high quality delivery of service to Charles River global SaaS Operations clients and help ensure a five 9s level of service availability.
• xefx82xa7 Escalate and track issues which exceed the scope of the frontline support capability.
• xefx82xa7 Ensure all internal SaaS Operations tracking systems and documentation are accurate and current.
• xefx82xa7 Provide periodic off-hours support.

• xefx82xa7 A BA/BS degree in a technical or analytical discipline such as computer science, information technology, engineering, science, economics, mathematics, or statistics required.
• xefx82xa7 A total 7+ Years of Exp & minimum of 2-5 years of progressively responsible, relevant experience, preferably in customer facing roles
• xefx82xa7worked on Service Desk in a financial services company & SQL, infra , financial services application knowledge, L1 Support& Knowledge on ITIL
• Proven customer focused mindset and excellent customer service skills
• xefx82xa7 Excellent interpersonal, verbal, and written communication skills
• xefx82xa7 Aptitude for technical troubleshooting
• xefx82xa7 Ability to succeed in a mission critical, technical, customer service and support environment
• xefx82xa7 Ability to work effectively with internal departments and external vendors to resolve client issues
• xefx82xa7 General familiarity with Windows administration, networking, and databases preferred
• xefx82xa7 Exposure to electronic trading systems, FIX protocol, financial software applications, or other enterprise business software desirable, but not required
• xefx82xa7 Salesforce administrator or related experience desirable, but not required
• xefx82xa7 Ability to manage multiple, simultaneous priorities.
• xefx82xa7 Proven organizational skills with attention to detail.
• xefx82xa7 Ability to achieve results without close supervision.
• xefx82xa7 Self-motivated with the ability to operate independently and also has the strong desire to work as a member of a team.
• xefx82xa7 Demonstrated practical, hands-on, can-do approach, and the ability to work efficiently and creatively.
• xefx82xa7 Strong analytical and problem-solving skills.
• xefx82xa7 Travel unlikely to be required.
• xefx82xa7 Flexibility with schedule and ability to work beyond regular business hours with periodic off hours support required.

• 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.

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

State Street