Job Description
Primary Purpose of Position:
Provide customer service and frontline support for clients subscribing to Charles River’s suite of SaaS Operations including Application Management, Hosting, CRN/FIX, and/or Compliance Services.
Essential Functions:
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 tra...