# Client Care Analyst (Remote)

**Company**: RainFocus
**Location**: Orem, UT
**Work arrangement**: remote
**Experience**: mid
**Job type**: Full Time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.lever.co/rainfocus/fb5f49a6-959d-477f-a119-aa100865722a?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6589c63f-2ae

## Description

RainFocus, one of the most innovative software companies, is in search of an exceptional Client Care Analyst.

The Client Care Analyst is a frontline support engineer and provides technical assistance to customers' technical support. You will provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to customers.

## Essential Responsibilities:

- Review incoming support requests and evaluate risk, impact, and severity

- Develop subject matter expertise in RainFocus technology

- Provide technical support to clients via cases and chat

- Demonstrate professional, assertive, articulate, and friendly verbal and written communication

- Maintain ownership and communication responsibility for each assigned case

- Ensure that each case progresses according to response and resolution targets

- Create useful knowledge content and update existing knowledge base articles

- Develop and maintain consistent performance on key performance indicators

## Required Skills/Experience:

- 1.5 years in a technical support type role

- Strong written and verbal communication skills

- Experience with CRM software such as Salesforce

- Self-motivated and autonomous

- Ability to excel in a fast-paced, agile environment

- Solution-oriented, positive, patient, and persistent

- Time management skills and detail-oriented

## Success Measures:

- Maintains Client Satisfaction rating of 90% or higher

- Adheres to Client Care First Response, Update, and Service Levels

- Average Resolution Time

- Time to First Response

- Average Handle Time

- Leveraging of Online Help Center content

## Additional Information

This remote role can be located anywhere in the United States. RainFocus offers competitive salaries, competitive benefits, 401k, generous PTO, and team-building activities.

## Skills

### Required
- CRM software
- technical support
- communication skills
- problem-solving skills
- time management

---

Source: [Apply at jobs.lever.co](https://jobs.lever.co/rainfocus/fb5f49a6-959d-477f-a119-aa100865722a?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)