Associate Systems Analyst

Summary:

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.

Responsibilities:
  • 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

Qualifications:
  • 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

Send resume for this position:recruiting@crd.com