Associate System Analyst - Global Operation Centre-2

§ 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.

§ 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