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.

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 setting
 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

📌 Primary Systems Analyst, Officer (Hyderabad)
🏢 State Street
📍 Hyderabad