Client Care Analyst - RainFocus

RainFocus is searching for an exceptional Client Care Analyst to join our growing team. As a frontline support engineer, you will provide professional B2B technical assistance and customer service for our industry-disrupting event management software platform, serving Fortune 500 companies worldwide.

Essential Responsibilities

• Review incoming support requests (cases and chat) and evaluate risk, impact, and severity.
• Develop subject matter expertise in RainFocus technology and provide technical client support.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication while building stakeholder confidence.
• Maintain ownership and communication responsibility for each assigned case from initial report through resolution.
• Provide timely, articulate, and substantive updates via our case management system, ensuring adherence to SLA response and resolution targets.
• Actively listen to customer communications, identify and log issues, and create useful knowledge base content.
• Avoid escalation through proper communication and resource engagement.
• Work a flexible schedule and provide on-call services as needed (Client Care operates 24/7 with varying shifts).

Required Skills & Experience

• 1.5+ years of experience in a technical support role.
• Strong professional, written, and verbal communication skills with meticulous attention to detail.
• Experience with CRM software such as Salesforce.
• Self-motivated and autonomous with a strong sense of ownership.
• Experience working in a consulting environment or client-facing role.
• Ability to excel in a fast-paced, agile environment with critical thinking and strong problem-solving skills.
• Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges.
• Excellent time-management skills to multi-task effectively in an interrupt-driven environment.

Success Measures

• Client Satisfaction rating of 90% or higher based on client surveys.
• Adherence to Client Care First Response, Update, and Service Levels.
• Average Resolution Time and Time to First Response.
• Average Handle Time and leveraging of Online Help Center content.