Note: The job is a remote job and is open to candidates in USA. RainFocus is an innovative software company that provides a platform for delivering in-person, virtual, and hybrid events. The Client Care Analyst provides frontline technical support to clients, troubleshoots complex software issues, manages cases through resolution, and maintains clear and timely customer communication. The role also involves collaborating across the company, meeting service-level targets, and creating knowledge base content.
Responsibilities
- Inbound tickets - Review incoming support requests and evaluate risk, impact, and severity
- Develop subject matter expertise in our technology
- Provide technical support to clients via, cases and chat
- Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders
- Ability to actively listen, ask relevant questions and challenge clients appropriately
- Maintain ownership and communication responsibility for each assigned case from initial report through resolution, even when others are engaged to achieve resolution
- Provide timely, articulate, effective and substantive updates via our case management system, ensuring that all details of casework are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process
- Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
- Effectively listen to all customer communications, identifying and logging all issues that are expressed. Ensure that all issues are resolved, including those that are regarding the process, general concerns, chronic or systemic in nature
- Create useful knowledge content and update existing knowledge base articles
- Develop and maintain consistent performance on all key performance indicators
- Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation
- While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services may be required
- Client Care is open 24/7,shifts may vary
Skills
- 1.5 years in a technical support type role
- Strong written and verbal communication skills
- Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations
- Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
- CRM software such as Salesforce
- Self-motivated and autonomous. Takes ownership of their work
- Experience working in a consulting environment or client-facing role
- Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills
- Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges
- Ability to utilize, create and update knowledge base resources in the course of your work
- Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately
- Detail oriented with proven ability to document systems and processes
- Ability to take initiative to complete workload while also improving internal and external experiences
- Ability to translate ambiguous ideas into concrete deliverables
- Able to prioritize competing deadlines
- Determined to succeed, quickly adapts to change
- Team-player
- Self-starter
- Strong communication skills
- This remote role can be located anywhere in the United States
Benefits
- Remote work anywhere in the United States
- 401k
- Generous PTO
- Competitive benefits
- Countless other team building activities
Company Overview