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.