RainFocus, a leading innovator in software solutions, is seeking an outstanding Client Care Analyst.

About RainFocus
RainFocus is committed to its employees, customers, and the global community. Our rapidly expanding team supports Fortune 500 companies such as Adobe, Cisco, IBM, Oracle, and VMware in planning and delivering in-person, virtual, and hybrid events worldwide. These events run on our groundbreaking platform, designed to enhance attendee experiences, streamline event operations, and boost marketing performance. We are well-funded, growing quickly, and building a company that is transforming the industry—challenging, exciting, and rewarding work awaits.

About the Role
The Client Care Analyst serves as frontline technical support, offering assistance to customers’ support teams. Because our platform uses advanced technology, this role often requires strong technical expertise and excellent problem‑solving ability. You will deliver professional B2B customer service while recognizing how essential our solutions are to clients. Using best practices in troubleshooting, communication, and issue resolution, you will ensure that both reported problems and anticipated concerns are handled effectively, leaving customers confident in how smoothly their issues are resolved. You will collaborate with colleagues across the company to drive timely resolutions and provide complete, consistent communication throughout the process.

Essential Responsibilities
• Review incoming support tickets and assess risk, impact, and severity
• Develop deep knowledge of our technology
• Provide technical support via cases and chat
• Communicate professionally, clearly, confidently, and respectfully in all interactions
• Listen actively, ask relevant questions, and appropriately challenge clients
• Take full ownership of each case from start to finish, even when others assist in resolving it
• Provide clear, timely updates in the case management system, ensuring all details are documented and shared with the client regularly
• Keep cases on track with Service Level Agreements
• Listen to all client feedback, log all issues raised, and ensure every concern is addressed, including process‑related or recurring issues
• Create and update knowledge base content
• Maintain consistent performance across key metrics
• Prevent escalations through proactive communication and resource engagement
• Work a flexible schedule as needed, including potential on‑call shifts
• Support operations in a 24/7 environment with varying shifts

Required Skills and Experience
• At least 1.5 years in a technical support role
• Strong written and verbal communication skills
• Ability to document detailed information clearly during conversations
• Confident, articulate, and friendly communication style
• Experience with CRM tools such as Salesforce
• Self‑motivated, independent, and accountable
• Experience in consulting or other client‑facing environments
• Strong critical thinking and problem‑solving skills, especially in fast‑paced settings
• Positive, patient, and solutions‑focused attitude
• Ability to use and contribute to knowledge base resources
• Excellent time management and the ability to handle multiple tasks in a fast‑changing environment
• Strong attention to detail and ability to document systems and processes accurately

Personal Characteristics
The ideal candidate aligns closely with RainFocus core values and thrives in a fast‑paced, dynamic environment. Additional qualities include:
• Initiative and drive to improve both internal processes and client experiences
• Ability to turn vague ideas into clear deliverables
• Strong prioritization skills
• Adaptability and determination
• Collaborative mindset
• Self‑starter
• Strong communicator

Success Measures
• Maintain at least a 90% client satisfaction score
• Meet Client Care response, update, and service level targets
• Strong performance in resolution time, first response time, and handle time
• Effective use of Help Center resources

Location
This remote position is open to candidates anywhere in the United Kingdom.

Why Work at RainFocus?
At RainFocus, we enhance major events worldwide by delivering better insights, experiences, and marketing outcomes. Our agility allowed us to continue expanding in 2020 while supporting new clients and events. Team members see the impact of our platform firsthand and enjoy competitive salaries, strong benefits, a 401k, generous PTO, and numerous team‑building activities.

Apply today—we’re excited to welcome more talented, driven, and enthusiastic people to our team!