Client Care Analyst
New
R
RainFocusSoftware
RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1.5 years
- Required Skills
- SalesforceDocumentationProblem SolvingCustomer serviceTechnical supportCRM
Requirements
- 1.5 years of experience in a technical support role
- Experience working in a consulting environment or client-facing role
- Strong professional written and verbal communication skills
- Proficiency with CRM software such as Salesforce
- Proven ability to document systems and processes
- Strong critical thinking and problem-solving skills
- Ability to work in a fast-paced, agile environment
- Demonstrated ability to multitask and manage competing deadlines
- Flexibility to work varied shifts as the department operates 24/7
- Ability to provide on-call services when required
Responsibilities
- Review incoming support requests and evaluate risk, impact, and severity
- Provide technical support to clients via cases and chat
- Maintain ownership and communication responsibility for each assigned case from initial report through resolution
- Ensure cases progress according to Service Level Agreements (SLA)
- Document case details effectively in the case management system
- Create and update knowledge base articles to assist with troubleshooting
- Engage internal resources to avoid escalations and ensure customer satisfaction
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