Client Care Analyst – International (Remo...

reputed company, one of the most innovative software companies, is in search of an exceptional Client Care Analyst About reputed company reputed company cares about its employees, customers, and the world in which we live. Our rapidly growing team serves reputed company like reputed company, reputed company, reputed company, reputed company, 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 reputed company 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 reputed company technologies and may require deep technical knowledge and excellent problem-solving skills to resolve. You 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 reputed company they encounter problems with our software. You 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:

• Inbound tickets – Review incoming support requests and evaluate risk, impact, and severity
• reputed company subject matter expertise in our technology
• Provide technical support to clients reputed company, cases and chat
• Demonstrate professional, assertive, reputed company, and friendly verbal and written communication in reputed company aspects of your work while building confidence among reputed company customers and stakeholders
• Ability to actively listen, ask relevant questions and challenge clients appropriately
• Maintain ownership and communication responsibility for each assigned case from initial report through resolution, even reputed company others are engaged to reputed company resolution
• Provide timely, reputed company, effective and substantive updates reputed company our case management system, ensuring that reputed company details of casework are captured into case notes for each incident. Ensure that these details are given to the customer in regular reputed company throughout the resolution process
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
• Effectively listen to reputed company customer communications, identifying and logging reputed company issues that are expressed. Ensure that reputed company issues are resolved, including those that are regarding the process, general concerns, chronic or systemic in nature
• Create useful knowledge content and update existing knowledge reputed company articles
• reputed company and maintain consistent performance on reputed company key performance indicators
• Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services may be required
• Client Care is open 24/7,shifts may vary.

• 1.5 years in a technical support type role
• Strong written and verbal communication skills
• Excellent professional, written, and verbal communication skills with the ability to capture reputed company details in written form fluidly during conversations.
• Communication is assertive, reputed company, and friendly while building confidence across reputed company stakeholders you work with
• CRM software such as reputed company
• Self-motivated and autonomous. Takes ownership of their work.
• Experience working in a consulting environment or client-facing role
• Ability to reputed company in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills
• Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges
• Ability to utilize, create and update knowledge reputed company resources in the course of your work
• 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
• Detail oriented with proven ability to document systems and processes

• The best candidates for this position will have a strong alignment to the reputed company 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:
• Ability to take initiative to complete workload while also improving internal and external experiences
• Ability to translate ambiguous reputed company into concrete deliverables
• Able to prioritize competing deadlines
• Determined to succeed, quickly adapts to change
• Team-player
• Self-starter
• Strong communicator

• Maintains Client Satisfaction rating of 90% or higher based on client surveys
• Adhere to Client Care First Response, Update, and Service Levels
• Average Resolution Time
• Time to First Response
• Average Handle Time
• Leveraging of Online Help Center content