Associate Network Analyst - Charles River Associate Network Analyst - Charles River …

State Street Corporation
in Burlington, MA, United States
Permanent, Full time
Last application, 14 Sep 20
State Street Corporation
in Burlington, MA, United States
Permanent, Full time
Last application, 14 Sep 20
State Street Corporation
Associate Network Analyst - Charles River
Provide customer service and front line support for clients subscribing to Charles River's FIX Network 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 tracking systems and documentation are accurate and current.

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 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
  • General familiarity with Windows administration, networking, and databases preferred
  • Exposure to electronic trading systems, FIX protocol, financial software applications, or other enterprise business software desirable, but not required
  • 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.
  • Self-motivated with the ability to operate independently and also has the strong desire to work as a member of a team.
Company Overview

From technology and product innovation to corporate responsibility and community development, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people - strengthening markets, building communities and creating opportunities for growth.

We owe that longevity to the commitment, expertise and creativity of our employees. Our continued success depends on our ability to attract and develop the best talent in the industry. That's why we're keenly focused on employee development, corporate citizenship and inclusion.

For us, success comes in the mark we make as an organization - for the industry, our clients, our communities and each other.

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