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.

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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