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Client Care Analyst
Contract type
Ongoing
Work mode
Remote · Philippines
Experience
Junior / entry level · 1+ years
Job description
A frontline support engineer providing technical assistance to RainFocus customers, resolving reported and anticipated software issues through professional business-to-business customer service.
At a glance
- Work mode
- Remote · Philippines
What you'll do
- 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
- Actively listen, ask relevant questions and challenge clients appropriately
- Maintain ownership and communication responsibility for each assigned case from initial report through resolution, even when others are engaged to achieve resolution
- Provide timely, articulate, effective and substantive updates via our case management system, ensuring that all details of casework are captured into case notes for each incident
- Ensure that each case you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
- Effectively listen to all customer communications, identifying and logging all issues that are expressed, including process, general concerns, chronic or systemic issues
- Create useful knowledge content and update existing knowledge base articles
- Develop and maintain consistent performance on all key performance indicators
- Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation
- Work a flexible schedule and provide on-call services as required; Client Care is open 24/7, shifts may vary
What we're looking for
- 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
- Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
- CRM software such as Salesforce
- Self-motivated and autonomous; takes ownership of their 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 in the course of your work
- Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment; ability to multi-task and maintain professional composure during stressful situations, prioritizing activities appropriately
- Detail oriented with proven ability to document systems and processes
- 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
Your team
Client Care
Client Care is open 24/7 and provides frontline technical support to customers.
Benefits
- Competitive salaries
- Competitive benefits
- 401k
- Generous PTO
- Countless other team building activities
Apply
About RainFocus
One of the most innovative software companies
RainFocus 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.
Key facts
- Event software
- Serves Fortune 500 companies including Adobe, Cisco, IBM, Oracle, VMware
- Delivers in-person, virtual, and hybrid events through its software platform
- Well-funded and growing fast
- Pivoted its product and services offering in 2020 to continue growing and serving new clients and events
Partners & customers
AdobeCiscoIBMOracleVMware