Company Name:-
State Street

Job Location:-
Hyderabad, Telangana

Job Summary:-
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 w

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