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 total 7+ Years of Exp & minimum of 2-5 years of progressively responsible, relevant experience, preferably in customer facing roles ?worked 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 ? 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.