Client Care Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assess incoming support requests, analyzing risk, impact, and severity.

• Cultivate expertise in RainFocus technology.

• Deliver technical assistance to clients through case management and chat support.

• Maintain professional, assertive, clear, and friendly communication with customers and stakeholders.

• Practice active listening, ask pertinent questions, and appropriately challenge clients.

• Take ownership of each assigned case from initial report through to resolution.

• Provide timely and comprehensive updates on cases and document complete notes in the case management system.

• Ensure cases advance in accordance with SLA response and resolution targets.

• Identify, log, and resolve all customer issues, including process-related, general, chronic, or systemic concerns.

• Develop valuable knowledge content and update knowledge base articles accordingly.

• Consistently meet performance targets based on key performance indicators.

• Prevent escalation by effectively communicating and engaging the necessary resources.

• Achieve client satisfaction ratings of 90% or higher.

• Comply with Client Care first-response, update, and service level expectations.

• Monitor metrics such as average resolution time, time to first response, average handle time, and leverage Online Help Center resources.

• Collaborate with colleagues throughout the organization to expedite issue resolution and ensure thorough customer communication.

⛳️ Requirements

• Minimum of 1.5 years in a technical support role.

• Strong written and verbal communication abilities.

• Exceptional professional communication skills, both written and verbal, with the capability to fluidly document details during conversations.

• Familiarity with CRM software, such as Salesforce.

• Self-motivated and capable of working autonomously; takes ownership of responsibilities.

• Experience in a consulting environment or client-facing role.

• Ability to thrive in a fast-paced, agile setting with assertiveness, critical thinking, and robust problem-solving skills.

• Solution-oriented, positive, patient, and persistent when facing technical and organizational challenges.

• Proficient in utilizing, creating, and updating knowledge base resources.

• Strong time management and multitasking skills in an interrupt-driven environment.

• Capacity to maintain professional composure during high-pressure situations and prioritize tasks effectively.

• Detail-oriented with a proven track record of documenting systems and processes.

• Flexibility to work varying shifts as Client Care operates 24/7 and may require on-call services.

🏝️ Benefits

• Competitive salaries.

• Comprehensive benefits package.

• 401k plan.

• Generous paid time off (PTO).

• Team-building activities.

• Potential for a flexible schedule.

• Availability for on-call services may be offered.