Description Overview of Position:As a SaaS Operations Support Specialist at Charles River Development, you will play a crucial role in providing frontline support to our clients utilizing our suite of SaaS Operations, including Application Management, Hosting, CRN/FIX, and Compliance Services. Your primary responsibility will be to ensure exemplary customer service and support, ensuring the integrity, stability, and availability of our operational business systems.Essential Functions:
Provide frontline technical support to global clients, ensuring exemplary customer service delivery.
Collaborate with clients, internal colleagues, and vendors to investigate, troubleshoot, and resolve client-reported problems or issues detected by our automation tools.
Adhere to departmental procedures to ensure timely delivery of high-quality service and maintain a service availability level of five 9s.
Escalate and track issues beyond the scope of frontline support capability.
Maintain accuracy and currency of internal tracking systems and documentation.
Offer periodic off-hours support as required.
Requirements
Requirements and Qualifications:
Bachelor’s degree in a technical or analytical discipline (e.g., computer science, information technology, engineering, economics, mathematics, or statistics) required.
2-5 years of relevant experience, preferably in customer-facing roles.
Proven customer-focused mindset with excellent customer service skills.
Strong interpersonal, verbal, and written communication skills.
Aptitude for technical troubleshooting.
Ability to thrive in a mission-critical technical customer service and support environment.
Experience working 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.
Salesforce administrator or related experience desirable but not required.
Ability to manage multiple simultaneous priorities with attention to detail.
Self-motivated with the ability to work independently and as part of a team.
Demonstrated practical, hands-on approach with strong analytical and problem-solving skills.
Flexibility with schedule and ability to work beyond regular business hours with periodic off-hours support required.
Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .
