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Client Care Analyst - International (Remote)

May 2, 2026

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 <a rel="noopener noreferrer" href="http://resolve.you/" style="font-size: 10pt;" class="postings-link">resolve.</a> <a rel="noopener noreferrer" href="http://resolve.you/" style="font-size: 10pt;" class="postings-link">You</a> 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 <a rel="noopener noreferrer" href="http://software.you/" style="font-size: 10pt;" class="postings-link">software.</a> <a rel="noopener noreferrer" href="http://software.you/" style="font-size: 10pt;" class="postings-link">You</a> 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:<ul> <li>Inbound tickets - Review incoming support requests and evaluate risk, impact, and severity</li> <li>Develop subject matter expertise in our technology</li> <li>Provide technical support to clients via, cases and chat</li> <li>Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders</li> <li>Ability to actively listen, ask relevant questions and challenge clients appropriately</li> <li>Maintain ownership and communication responsibility for each assigned case from initial report through resolution, even when others are engaged to achieve resolution</li> <li>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</li> <li>Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)</li> <li>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</li> <li>Create useful knowledge content and update existing knowledge base articles</li> <li>Develop and maintain consistent performance on all key performance indicators</li> <li>Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation</li> <li>While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services may be required</li> <li>Client Care is open 24/7,shifts may vary.</li> </ul> Required Skills/Experience:<ul> <li>1.5 years in a technical support type role</li> <li>Strong written and verbal communication skills</li> <li>Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations.</li> <li>Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with</li> <li>CRM software such as Salesforce</li> <li>Self-motivated and autonomous. Takes ownership of their <a rel="noopener noreferrer" href="http://work.experience/" class="postings-link">work.</a></li> <li><a rel="noopener noreferrer" href="http://work.experience/" class="postings-link">Experience</a> working in a consulting environment or client-facing role</li> <li>Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills</li> <li>Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges</li> <li>Ability to utilize, create and update knowledge base resources in the course of your work</li> <li>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</li> <li>Detail oriented with proven ability to document systems and processes</li> </ul> <div> </div> Personal Characteristics:<div>The best candidates for this position will have a strong alignment to the RainFocus core values and naturally seek to embody these values in daily interactions. They will need to be comfortable working in a fast-paced, challenging, and dynamic environment. Additional personal qualities include:</div> <ul> <li>Ability to take initiative to complete workload while also improving internal and external experiences</li> <li>Ability to translate ambiguous ideas into concrete deliverables</li> <li>Able to prioritize competing deadlines</li> <li>Determined to succeed, quickly adapts to change</li> <li>Team-player</li> <li>Self-starter</li> <li>Strong communicator</li> </ul> <div> </div> Success Measures<ul> <li>Maintains Client Satisfaction rating of 90% or higher based on client surveys</li> <li>Adhere to Client Care First Response, Update, and Service Levels</li> <li>Average Resolution Time</li> <li>Time to First Response</li> <li>Average Handle Time</li> <li>Leveraging of Online Help Center content</li> </ul> <div> </div> Location This remote role can be located anywhere in the Philippines. 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!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...