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.