Client Care Analyst - International (Remote) in London

RainFocus, one of the most innovative software companies, is in search of an exceptional Client Care Analyst. 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 provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication, and problem resolution, you will ensure that any reported problems, as well as issues that you anticipate, are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems.

Essential Responsibilities:

• Inbound tickets - 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.
• Create useful knowledge content and update existing knowledge base articles.
• Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated.
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services may be required.

Required Skills/Experience:

• Years in a technical support type role.
• Strong written and verbal communication skills.
• CRM software such as Salesforce.
• Self-motivated and autonomous.
• Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.
• Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment.
• Detail oriented with proven ability to document systems and processes.

Personal Characteristics:

• Ability to take initiative to complete workload while also improving internal and external experiences.
• Determined to succeed, quickly adapts to change.
• Team-player.
• 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.

Location: This remote role can be located anywhere in the United Kingdom.

Why work at RainFocus? At RainFocus we delight millions of attendees at large-scale events by delivering better insights, experiences, and marketing. We were able to pivot our product and services offering in 2020 to continue growing and serving new clients and events. As a member of the RainFocus team, you will have the opportunity to experience first-hand the impact of our platform at events around the world. Additionally, RainFocus offers competitive salaries, competitive benefits, 401k, generous PTO, and countless other team building activities.