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.
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§ 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
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