[Hiring] Client Care Analyst REMOTE USA

Position: Client Care Analyst  

Date Posted: November 20, 2025

Industry: Software / Customer Support / Event Technology

Employment Type: Full Time

Experience: 1.5+ years in a technical support or client-facing role

Qualification: Estimated Qualification like Bachelor Degree holder, Diploma/Degree/Certificate

Location: Lehi, UT, United States REMOTE

Company: RainFocus

Description:
RainFocus is seeking a dedicated Client Care Analyst to join our remote team. As an innovative software company, we support Fortune 500 clients like Adobe, Cisco, IBM, Oracle, and VMware in delivering in-person, virtual, and hybrid events. Using our cutting-edge platform, you will help enhance attendee experiences, streamline event operations, and accelerate marketing outcomes.

Job Responsibilities:

• Review inbound support tickets, assess risk, impact, and severity.
• Develop deep subject matter expertise in RainFocus technology.
• Provide technical support to clients via cases and chat.
• Communicate professionally, assertively, and clearly to build client confidence.
• Actively listen, ask relevant questions, and challenge clients appropriately.
• Maintain ownership and communication for assigned cases from start to resolution.
• Provide timely updates in the case management system, ensuring thorough documentation.
• Meet Service Level Agreement (SLA) targets for response and resolution.
• Identify, log, and resolve all client issues, including process, chronic, or systemic concerns.
• Create and update knowledge base articles to support client success.
• Maintain consistent performance on all key performance indicators.
• Minimize escalations through proactive communication and resource engagement.
• Work flexible schedules and provide on-call support as needed; shifts may vary in this 24/7 client care environment.

Required Skills/Experience:

• 1.5 years in technical support or client-facing role.
• Strong written and verbal communication skills.
• Proficiency with CRM software such as Salesforce.
• Self-motivated, autonomous, and ownership-driven.
• Ability to work effectively in fast-paced, agile environments.
• Positive, patient, and persistent problem-solving approach.
• Ability to utilize and maintain knowledge base resources.
• Excellent time management and multi-tasking skills in an interrupt-driven environment.
• Detail-oriented with strong documentation abilities.

Personal Characteristics:

• Strong alignment with RainFocus core values.
• Ability to take initiative while improving internal and external experiences.
• Skilled at translating ambiguous ideas into actionable tasks.
• Capable of prioritizing competing deadlines.
• Adaptable, determined, team-oriented, self-starter, and strong communicator.

Success Measures:

• Maintain Client Satisfaction rating of 90% or higher.
• Adhere to Client Care First Response, Update, and Service Levels.
• Average Resolution Time, Time to First Response, and Average Handle Time.
• Effective leveraging of Online Help Center content.

RainFocus offers competitive salaries, benefits, 401k, generous PTO, and a dynamic team environment. Join us to make a tangible impact on events worldwide and grow in a fast-paced, innovative company.

Disclaimer: The job details above are structured for clarity and based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process.