Job Description

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 workplace
- . 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, bu

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