Associate System Analyst-3 - Hyderabad, India - State Street

State Street
State Street
Verified Company
Hyderabad, India

6 days ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description
Involves movement between departments to facilitate workflow


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 clientreported 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 tracking systems and documentation are accurate and current.
  • Provide periodic offhours support.

Requirements and Qualifications:

  • A BA/BS degree in a technical or analytical discipline such as computer science, information technology, engineering, science, economics, mathematics, or statistics required.
  • A minimum of 25 years of progressively responsible, relevant experience, preferably in customer facing roles.
  • Proven customer focused mindset and excellent customer service skills
  • Excellent interpersonal, verbal, and written communication skills
  • Aptitude for technical troubleshooting
  • 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
  • Salesforce administrator or related experience desirable, but not required
  • Ability to manage multiple, simultaneous priorities.
  • Proven organizational skills with attention to detail.
  • Ability to achieve results without close supervision.
  • Selfmotivated with the ability to operate independently and also has the strong desire to work as a member of a team.
  • Demonstrated practical, handson, "cando" approach, and the ability to work efficiently and creatively.
  • Strong analytical and problemsolving skills.
  • Travel unlikely to be required.
  • Flexibility with schedule and ability to work beyond regular business hours with periodic off hours support required.

Physical Requirements:

  • Involves work of a general office nature usually performed in a stationary position (E.G. sitting or standing) such as answering the phone, operation of a computer, and/or operation of a photocopier.
  • Involves movement between departments to facilitate workflow.

Internal and External Contacts:

  • Interfaces regularly in both verbal and written form with all levels of professionals.
  • Interfaces regularly with external customers and other parties.
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