L1 Associate Systems Analyst, SaaS Operations, SrAssc
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About the job
The L1 Systems Analyst is a dynamic job that blends client-facing responsibilities with technical expertise, ensuring exceptional customer service for clients using Charles River’s SaaS Operations. This position plays a crucial role in maintaining high service availability and resolving client issues, contributing to the overall success of the team. Collaboration and communication are key, as you will work closely with clients and internal teams to deliver outstanding support.
You'll be responsible for
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Performing frontline technical support
Perform frontline technical support as part of a global team to deliver exemplary customer service to CRD’s SaaS Operations clients.🔗
Coordinating with clients and colleagues
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.✅
Ensuring service quality
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.Key criteria
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Technical troubleshooting experience
Proven experience in diagnosing and resolving technical issues.View
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Customer service skills
Demonstrated ability to provide exceptional support to clients.View
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Analytical skills
Strong capability in problem-solving and data analysis.View
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