# Client Care Analyst - International (Remote)

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

**Apply**: https://jobs.lever.co/rainfocus/5e90e10a-6f4b-4a42-9388-69d9f54283ba?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f47b4acd-80b

## Description

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

About RainFocus RainFocus cares about its employees, customers, and the world in which we live. Our rapidly growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results.

About the Role: The Client Care Analyst is a frontline support engineer and provides technical assistance to our customers' technical support. Our solution utilizes complex technologies and may require deep technical knowledge and excellent problem-solving skills to resolve. You will provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to our customers who are using them.

## Essential Responsibilities:

- 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

- Maintain ownership and communication responsibility for each assigned case from initial report through resolution

- Provide timely, articulate, effective and substantive updates via our case management system

- Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)

## Required Skills/Experience:

- 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

- CRM software such as Salesforce

- Self-motivated and autonomous

- 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

## Personal Characteristics:

- 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 communicator

## Success Measures

- Maintains Client Satisfaction rating of 90% or higher based on client surveys

- Adhere 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

## Skills

### Required
- technical support
- problem-solving
- communication
- CRM software
- Salesforce

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/rainfocus/5e90e10a-6f4b-4a42-9388-69d9f54283ba?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)