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 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.