Client Care Analyst

🕒 September 1

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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RainFocus

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

☁️ SaaS

📣 Marketing

💰 Series C on 2021-09

SaaS • Marketing • Event Management

RainFocus is a comprehensive event marketing and management platform designed to elevate in-person, hybrid, and virtual event experiences. Utilizing personalized engagement and data-driven insights, RainFocus helps clients maximize brand identity and attendee interaction. Its integrated platform supports seamless registrations, content management, and attendee engagement across all events. With a strong emphasis on security and compliance, RainFocus is a trusted partner for organizations looking to optimize their event strategies and drive growth. The company also offers a range of on-site solutions and a mobile app to enhance event experiences and streamline operations.

📋 Description

• 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 • Maintain professional, assertive, articulate, and friendly communication with customers and stakeholders • Actively listen, ask relevant questions, and appropriately challenge clients • Own and communicate each assigned case from initial report through resolution • Provide timely and substantive case updates and capture complete case notes in the case management system • Ensure cases progress according to SLA response and resolution targets • Identify, log, and resolve all customer issues, including process, general, chronic, or systemic concerns • Create useful knowledge content and update knowledge base articles • Maintain consistent performance against key performance indicators • Avoid escalation through proper communication and engagement of appropriate resources • Achieve client satisfaction ratings of 90% or higher • Adhere to Client Care first-response, update, and service levels • Monitor average resolution time, time to first response, average handle time, and use of Online Help Center content • Collaborate with colleagues across the company to accelerate issues toward timely resolution and provide complete customer communication

🎯 Requirements

• 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; takes ownership of 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 • Time management and multitasking skills in an interrupt-driven environment • Ability to maintain professional composure during stressful situations and prioritize activities appropriately • Detail oriented with proven ability to document systems and processes • Ability to work a flexible schedule and provide on-call services may be required • Availability for varying shifts because Client Care is open 24/7

🏖️ Benefits

• Competitive salaries • Competitive benefits • 401k • Generous PTO • Team building activities • Flexible schedule may be available • On-call services may be available