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Tier-1 brand, mid-level generalist role in metro with common skills increases applicant competition.
SaaS operations and finance systems focus moderately limits cross-industry transferability.
Explicit 2-5 years requirement plus technical troubleshooting in customer-facing SaaS operations raises screening strictness.
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Provide frontline technical support and customer service for clients using Charles River’s SaaS Operations products including Application Management, Hosting, CRN/FIX, and Compliance Services.
Coordinate investigation, troubleshooting, and resolution of client issues by collaborating with clients, internal teams, and vendors, ensuring high-quality service delivery.
Maintain accurate tracking systems and documentation, escalate unresolved issues, and provide periodic off-hours support to uphold service availability targets.
Bachelor's degree in technical or analytical discipline (e.g., computer science, IT, engineering, science, economics, mathematics, statistics).
2-5 years of progressively responsible, relevant customer-facing experience.
Ability to work beyond regular business hours with periodic off-hours support required.
General familiarity with Windows administration, networking, and databases preferred; exposure to electronic trading systems or Salesforce administrator experience desirable but not required.
Experience operating in mission-critical technical support and customer service environments with a customer-focused mindset.
Ability to manage multiple priorities, work independently, and collaborate effectively across teams and with external vendors.
Strong analytical and problem-solving skills with a practical, hands-on approach to issue resolution in SaaS operations contexts.