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 broader 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 are powered by our groundbreaking platform, designed to enhance attendee experiences, optimize event operations, and drive stronger marketing outcomes. We are well-funded, growing quickly, and building a market‑shaping company—challenging, exciting, and rewarding.

About the Role
The Client Care Analyst serves as a frontline support engineer, offering technical assistance to our clients’ support teams. Because our platform uses advanced and complex technologies, this role requires strong technical aptitude and excellent problem‑solving abilities. You will provide professional B2B customer service, understanding how essential our solutions are to our clients. By applying best practices in troubleshooting, communication, and issue resolution, you will ensure that reported concerns—and those you proactively identify—are addressed efficiently and effectively. Every customer interaction should leave clients confident in how well their concerns are managed.

You will collaborate closely with colleagues across the organization to advocate for clients, drive timely resolution, and keep them informed throughout the process.

Essential Responsibilities
• Review incoming support tickets and assess risk, impact, and severity
• Build deep expertise in our technology
• Provide technical support through cases and chat
• Communicate professionally, clearly, assertively, and courteously in all interactions
• Listen actively, ask relevant questions, and appropriately challenge clients
• Maintain ownership of assigned cases from start to finish, coordinating with others as needed
• Deliver timely and thorough updates through the case management system, ensuring all details are documented and communicated to the client regularly
• Ensure cases progress according to SLA response and resolution targets
• Identify and log all customer‑expressed issues and ensure each is resolved, including process or systemic concerns
• Create and update knowledge base content
• Maintain consistent performance across all key metrics
• Prevent unnecessary escalations by communicating proactively and engaging resources early
• Work a largely consistent schedule, with possible flexibility and on‑call needs
• Participate in 24/7 shift coverage as required

Required Skills and Experience
• At least 1.5 years in a technical support role
• Strong written and verbal communication abilities
• Ability to capture detailed information clearly during conversations
• Confident, articulate, and friendly communication with all stakeholders
• Experience with CRM tools such as Salesforce
• Self-motivated, autonomous, and accountable
• Experience in consulting or client-facing environments
• Ability to thrive in a fast‑paced, agile setting with strong critical thinking and problem‑solving skills
• Positive, solution‑oriented, patient, and persistent when facing technical or organizational challenges
• Ability to use, create, and update knowledge base resources
• Strong time‑management and multitasking skills, maintaining composure under pressure
• Detail‑oriented with experience documenting systems and processes

Personal Characteristics
The ideal candidate will align strongly with RainFocus’ core values and feel comfortable in a fast‑paced, dynamic environment. Additional traits include:
• Initiative to complete work and enhance experiences for clients and colleagues
• Ability to turn ambiguous ideas into concrete deliverables
• Skill in prioritizing multiple deadlines
• Determination and adaptability
• Collaborative mindset
• Self‑driven attitude
• Strong communication skills

Success Measures
• Maintain a client satisfaction score of 90% or higher
• Meet Client Care standards for first response, updates, and service levels
• Strong average resolution and handle times
• Timely first responses
• Effective use of Help Center resources

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

Why Work at RainFocus?
RainFocus enhances large‑scale events for millions of attendees by delivering superior insights, experiences, and marketing impact. After successfully adapting our products and services in 2020, we continue to grow and support new clients and events.

As part of the RainFocus team, you’ll experience the global impact of our platform firsthand. We offer competitive compensation, comprehensive benefits, 401k, generous PTO, and numerous team‑building opportunities.

Apply today—we’re excited to welcome more talented, driven, and enthusiastic team members like you.