RainFocus via Lever

Client Care Analyst (Remote)

Level not stated United States

still open verified 1d ago posted 13d ago checked just now

Apply at jobs.lever.co

This is the employer's own posting, not a copy on a job board.

What we know

Is it still open?

Confirmed still open

Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.

We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.

Check this listing's status as JSON

How old is it?

Posted 13d ago

The date the source published, not the day we noticed it (2026-09-01). Last seen at its source just now.

Is it remote?

Marked remote on the employer's board

Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.

Who may apply?

United States

The description agrees: it names United States.

What the ad says

…located anywhere in the United States…

Pay not stated

Similar roles pay $87.5k–151k/yr

Middle 50% of 237 listings that do state pay — Customer · all levels · United States · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.

Skills named in the ad

AgileCRMCare CoordinationIncident ManagementKnowledge BaseSLASalesforceTechnical SupportTroubleshooting

Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.

Carried by 1 source

lever employer's own board first seen 13d ago · last seen just now

The listing

RainFocus, one of the most innovative software companies, is in search of an exceptional Client Care Analyst.

About RainFocus

RainFocus cares about its employees, customers, and the world in which we live. Our rapidly growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. We are well-funded, growing fast, and building a company that is changing the market — it will be challenging, fun and exciting.

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:

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 communication skills

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

Location

This remote role can be located anywhere in the United States.

Why work at RainFocus?

At RainFocus we delight millions of attendees at large-scale events by delivering better insights, experiences, and marketing. We were able to pivot our product and services offering in 2020 to continue growing and serving new clients and events.

As a member of the RainFocus team, you will have the opportunity to experience first-hand the impact of our platform at events around the world. Additionally, RainFocus offers competitive salaries, competitive benefits, 401k, generous PTO, and countless other team building activities.

What are you waiting for? Apply today! We need more talented, hard-working, fun-loving team members just like yourself!