Associate Systems Analyst


The Associate Systems Analyst will be responsible for providing customer service and frontline support for clients subscribing to Charles River’s suite of Managed Services including Application Management, Hosting, CRN/FIX, and/or Compliance Services. This is a unique role requiring both excellent customer service focus and technical troubleshooting ability – successful candidates have several promising career paths available to them as Charles River expands.

  • Perform frontline technical support as part of a global team to deliver exemplary customer service to CRD’s Managed Services 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 Managed Services 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 Managed Services tracking systems and documentation are accurate and current
  • Provide periodic off-hours support

  • Proven customer focused mindset and excellent customer service skills
  • Excellent interpersonal, verbal, and written communication skills
  • 2-5 years of relevant experience, preferably in customer facing roles
  • Aptitude for technical troubleshooting
  • Bachelor’s degree in a technical or analytical discipline such as computer science, information technology, engineering, science, economics, mathematics, or statistics
  • 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

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