Client Care Engineer

RainFocus; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

RainFocus, a leading software company, is seeking a Client Care Analyst to serve as frontline support engineer and provide technical assistance to our customers’ support teams. You will handle complex issues, apply troubleshooting best practices, and ensure communications keep clients informed and confident that their problems are being addressed.

You will collaborate across groups to accelerate resolution, develop product knowledge, document case details, and contribute to the knowledge base.

Qualifications

• Minimum 1.5 years in a technical support role.
• Proven written and verbal communication skills.
• Experience with CRM systems such as Salesforce.
• Experience in consulting or client-facing environments.
• Ability to work in fast-paced, agile settings.
• Detail-oriented with documentation skills.

Responsibilities

• Review inbound support requests and assess risk, impact, and severity.
• Develop subject matter expertise in RainFocus technology.
• Provide technical support to clients via cases and chat.
• Communicate clearly and professionally with customers and stakeholders.
• Maintain ownership of cases from report to resolution.
• Provide timely updates and log details in the case management system.
• Ensure cases progress per SLA targets.
• Create and update knowledge base articles.
• Maintain performance on key KPIs.
• Possess on-call availability and flexible scheduling as needed.
• Open 24/7 client care with varying shifts.

Skills

Communication

Problem solving

Time management

Self-motivation

Team player

Attention to detail

Tools

Salesforce

Job description

RainFocus, a leading software company, is seeking a Client Care Analyst to serve as frontline support engineer and provide technical assistance to our customers’ support teams. You will handle complex issues, apply troubleshooting best practices, and ensure communications keep clients informed and confident that their problems are being addressed.

You will collaborate across groups to accelerate resolution, develop product knowledge, document case details, and contribute to the knowledge base.