What Are Your Responsibilities:

•  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.