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Client Care Analyst - International (Remote)

4 months, 4 weeks ago
Philippines
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Agile CRM Salesforce
Apply Now
RainFocus

RainFocus

RainFocus simplifies event management, unifies program experiences, and optimizes omnichannel marketing for virtual, in-person, and hybrid events. The platform fuels events with data connectivity, enabling personalized marketing campaigns and faster de...

IT Services
251-1K
Founded 2013
$42M raised
View All Jobs 14

Description

  • Review incoming support requests and assess risk, impact, and severity.
  • Provide technical support to clients through cases and chat.
  • Own each assigned case from initial report through resolution.
  • Communicate timely, complete, and substantive updates through the case management system.
  • Capture all case details in notes and maintain regular customer updates throughout resolution.
  • Ensure cases progress according to SLA response and resolution targets.
  • Develop subject matter expertise in the company’s technology.
  • Create new knowledge content and update existing knowledge base articles.
  • Work cross-functionally with colleagues to resolve issues efficiently and prevent escalations.
  • Maintain strong performance on key support metrics and service levels.

Requirements

  • At least 1.5 years of experience in a technical support role.
  • Strong written and verbal communication skills.
  • Experience using CRM software such as Salesforce.
  • Experience working in a consulting environment or client-facing role.
  • Ability to work in a fast-paced, agile, interrupt-driven environment.
  • Strong problem-solving, critical thinking, and multitasking skills.
  • Ability to take ownership, work autonomously, and self-manage priorities.
  • Detail-oriented with proven ability to document systems and processes.
  • Ability to work a flexible schedule and provide on-call support if required.
  • Ability to use, create, and update knowledge base resources.
  • Experience with professional, assertive, articulate, and friendly customer communication.
  • Preferred: experience handling technical and organizational challenges with patience and persistence.

Benefits

  • Remote role that can be based anywhere in the Philippines.
  • Competitive salary.
  • Competitive benefits package.
  • 401(k) retirement plan.
  • Generous PTO.
  • Team-building activities.

Interested in this position?

Apply directly on the company website

Apply Now

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