RemoteLeaf Logo
Log in Sign up

Client Care Analyst (Remote)

1 month, 2 weeks ago
United States
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 10

Description

  • Review inbound support requests and assess risk, impact, and severity.
  • Provide technical support to clients through cases and chat.
  • Own assigned cases from initial report through resolution, coordinating additional resources when needed.
  • Document case details and provide timely, complete customer updates through the case management system.
  • Manage cases according to response and resolution targets defined in Service Level Agreements.
  • Identify, log, and resolve reported, process-related, chronic, and systemic issues.
  • Develop subject matter expertise in RainFocus technology and create or update knowledge-base content.
  • Maintain performance against customer satisfaction, response-time, resolution-time, and service-level metrics.
  • Collaborate across teams to accelerate issue resolution and prevent unnecessary escalations.
  • Work flexible schedules or on-call shifts as needed in a 24/7 Client Care operation.

Requirements

  • At least 1.5 years of experience in a technical support role.
  • Strong professional written and verbal communication skills, including detailed documentation during conversations.
  • Experience with CRM software such as Salesforce.
  • Experience in a consulting or client-facing role.
  • Strong critical-thinking, troubleshooting, and problem-solving skills in fast-paced, agile environments.
  • Self-motivated, autonomous, and accountable for assigned work.
  • Ability to prioritize competing deadlines and multitask in an interrupt-driven environment while maintaining composure.
  • Detail-oriented ability to document systems, processes, and customer issues.
  • Ability to create, use, and maintain knowledge-base resources.
  • Solution-oriented, patient, persistent, adaptable, and comfortable taking initiative in ambiguous situations.
  • Ability to work effectively as a team player and adjust to flexible or varying shifts.

Benefits

  • Remote work available anywhere in the United States.
  • Competitive salary and benefits.
  • 401(k) plan.
  • Generous paid time off.
  • Team-building activities and opportunities to experience the company’s global event platform.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Coforge

Mid Support Engineer

Coforge 10K-50K IT Services

Coforge is seeking a remote Mid Support Engineer in Costa Rica to provide production support, monitoring, incident resolution, and deployment support for US regional applications while maintaining SLA compliance.

Costa Rica Mid Level Technical Support Engineer
CI/CD GitHub Jenkins Linux Splunk SQL
7 hours, 38 minutes ago
Fresh Prints

Technical Success Specialist, (Full-time, Remote)

Fresh Prints 251-1K Textiles, Apparel & Luxury Goods

Frontier is hiring a Technical Success Specialist to support Balto’s contact-center technology by resolving complex customer issues, improving integrations, and serving as the escalation point between Support and Engineering.

India Philippines Full-time Mid Level Technical Support Engineer
CSS Datadog HTML JavaScript JSON macOS Python
7 hours, 53 minutes ago
PointClickCare

Solutions Analyst (Acute and Payer-General Support)

PointClickCare 1K-5K Health Care Providers & Services

PointClickCare is seeking a Solutions Analyst to provide customer-facing technical support, manage complex integration issues, and help long-term care providers use its cloud-based clinical applications effectively.

United States Full-time Junior Technical Support Engineer
$58k-$63k
1 day, 7 hours ago
Included Health

Technical Support Advocate I

Included Health 1K-5K Insurance

Included Health is seeking a Product Support Specialist to support members and physicians with technical issues across its virtual healthcare products and applications.

Anywhere Full-time Junior Technical Support Engineer
AWS JIRA macOS Salesforce
1 day, 7 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers