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Company Name : RainFocus
Location : Austin, TX
Position : Client Care Analyst (Remote)
Job Description : The Client Care Analyst works with Clients, Partners, and internal teams to ensure that we deploy the best solutions possible to our clients. A successful Client Care Analyst is on the ball, thorough in understanding the scope of the request, and maintains great metrics around time to first response, time to resolution, Client satisfaction, and other vital metrics through RainFocus’ ticketing solution.Client Care Analysts are an integral part of the client experience and play a critical role in capturing, documenting and sharing client needs with other parts of the organization. They provide context about how clients are using the software and assist in the prioritization of solutions that resolve client needs.This position is open to remote employees.Essential Responsibilities: Inbound RequestsReceives all incoming Client Care requests including “how do I” questions and bug reports from Clients, Partners, and internal teams.Responsible for the initial diagnosis, troubleshooting, resolution or escalation of requests in a timely manner based on Service Level Agreement (SLA) commitments.Ensure on-time communication with Clients, Partners and internal team members on the status of requests until resolution is achieved.Consistently follows ticket escalation procedures to properly route tickets as needed.Provides critical on-call coverage on a rotating basis as needed.*Documentation*Effectively leverages scalable support solutions including the RainFocus Online Help Center by resolving issues with existing help content/articles and flagging tickets for future article creation.Assist in writing articles for the Online Help Center*Product*Achieves Certification in the RainFocus platform within 60 days and completes annual recertification.Attend regularly scheduled Product Training for learning and application.Provide feedback and examples to the Product Management Team to prioritize client feature needs and use cases.Required Skills/Experience: 1+ years providing customer support in a software environment.Customer-first mindset with strong conversational skills and ability to ask relevant questions that lead to fast resolution.Strong technology acumen and a love of researching new solutions to enhance the event experience and improve event operations.Strong written and verbal communication skills.Self-motivated and autonomous. Takes ownership of their work.Experience working in a consulting environment or client-facing role.Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges.Detail oriented with proven ability to document systems and processes.Personal Characteristics: The best candidates for this position will have a strong alignment to the RainFocus core values and naturally seek to embody these values in daily interactions. They will need to be comfortable working in a fast-paced, challenging, and dynamic environment. Additional personal qualities include:*Ability to take initiative to complete workload while also improving internal and external experiencesAbility to translate ambiguous ideas into concrete deliverablesAble to prioritize competing deadlinesDetermined to succeed, quickly adapts to changeTeam-playerSelf-starterStrong communicatorSuccess MeasuresMaintains Client Satisfaction rating of 90% or higher based on client surveysAdhere to Client Care First Response, Update, and Service LevelsAverage Resolution TimeTime to First ResponseAverage Handle TimeLeveraging of Online Help Center contentJob Type: Full-time
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