Associate System Analyst, Senior Associate

About the role

The Associate System Analyst, Senior Associate role supports Charles River’s SaaS Operations suite (Application Management, Hosting, CRN/FIX, and Compliance Services) from Bangalore, India. Day-to-day, you provide frontline technical support and customer service, troubleshoot and resolve client-reported issues, coordinate with internal teams and vendors, track and escalate complex problems, and maintain accurate SaaS Operations tracking systems and documentation. The position requires flexibility to work beyond regular business hours with periodic off-hours support.

What you’ll do

• Provide customer service and frontline support for clients subscribing to Charles River’s SaaS Operations suite including Application Management, Hosting, CRN/FIX, and/or Compliance Services
• Perform frontline technical support as part of a global team to deliver exemplary customer service to SaaS Operations clients
• Coordinate with clients, internal colleagues, and vendors to investigate, troubleshoot, and resolve client-reported problems or issues detected by automation tools
• Follow departmental procedures to ensure timely, high-quality delivery of service and help ensure a five 9’s level of service availability
• Escalate and track issues that exceed the scope of frontline support capability
• Ensure all internal SaaS Operations tracking systems and documentation are accurate and current
• Provide periodic off-hours support

What you’ll bring

• BA/BS degree in a technical or analytical discipline such as computer science, information technology, engineering, science, economics, mathematics, or statistics
• Minimum of 2-5 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
• Flexibility with schedule and ability to work beyond regular business hours with periodic off-hours support

Nice to have

• General familiarity with Windows administration, networking, and databases
• Exposure to electronic trading systems, FIX protocol, financial software applications, or other enterprise business software
• Salesforce administrator or related experience

Skills

Education

A BA/BS degree in a technical or analytical discipline such as computer science, information technology, engineering, science, economics, mathematics, or statistics required.