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.  

Non-Essential Functions:  

Perform other duties as assigned.  

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 of 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.  

Reporting Structure:  

Reports to a Team Lead or Manager in SaaS Operations, who provides supervision, guidance and evaluates work performance on a periodic basis.