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 resolve.
You will 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 with our software.
You will work closely with other colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way.
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
- Ability to actively listen, ask relevant questions and challenge clients appropriately
- Maintain ownership and communication responsibility for each assigned case from initial report through resolution, even when others are engaged to achieve resolution
- Provide timely, articulate, effective and substantive updates via our case management system, ensuring that all details of casework are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process
- Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
- Effectively listen to all customer communications, identifying and logging all issues that are expressed. Ensure that all issues are resolved, including those that are regarding the process, general concerns, chronic or systemic in nature
- Create useful knowledge content and update existing knowledge base articles
- Develop and maintain consistent performance on all key performance indicators
- Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation
- While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services may be required
- Client Care is open 24/7,shifts may vary.
Required Skills/Experience:
- 1.5 years in a technical support type role
- Strong written and verbal communication skills
- Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations.
- Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
- CRM software such as Salesforce
- Self-motivated and autonomous. Takes ownership of their work.
- Experience working in a consulting environment or client-facing role
- Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills
- Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges
- Ability to utilize, create and update knowledge base resources in the course of your work
- Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately
- 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 experiences
- Ability to translate ambiguous ideas into concrete deliverables
- Able to prioritize competing deadlines
- Determined to succeed, quickly adapts to change
- Team-player
- Self-starter
- 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
- Leveraging of Online Help Center content
Philippines
