RainFocus

Analyst

• Provide technical support to our customers' technical support
• Provide professional business-to-business customer service
• Ensure reported problems and anticipated issues are resolved efficiently and effectively
• Collaborate with other colleagues across the company to address customer concerns
• Maintain ownership and communication responsibility for each assigned case from initial report through resolution
• Provide timely, articulate, effective and substantive updates via our case management system
• Create useful knowledge content and update existing knowledge base articles
• Maintain consistent performance on all key performance indicators

Client Care Analyst

• Provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to our customers who are using them.
• Ensure that any reported problems, as well as issues that you anticipate, are resolved in an efficient and effective manner.
• Work closely with other colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution
• Provide timely and complete communication to the customer along the way.

Client Care Analyst – International

Consultant

• Consult on platform configuration best practices
• Drive requirements and design solutions
• Educate clients on RainFocus toolset
• Collaborate with Solution Consultants and Solution Architects
• Document requirements, solution designs, and testing plans
• Track tasks and complete all assignments on time

Associate Solution Consultant – International

• Become an expert in RainFocus platform
• Train client admins on the RainFocus tools and processes as necessary
• Configure the RainFocus platform
• Work with clients to identify business requirements
• Facilitate holistic system configuration
• Identify and mitigate risks to achieve implementation success
• Follow best practices for implementing RainFocus products
• Consult with clients on new ideas and best practices
• Document requirements, solution designs and testing plans
• Provide regular updates on milestones and tasks to project managers
• Engage in regular touch points with internal and client teams
• Communicate issues and risks to project managers and leadership
• Balance priorities across multiple assignments
• Thoroughly track tasks and complete all assignments on time
• Contribute to implementation tools, processes and templates

• Driving post-sale client implementations at RainFocus
• Working alongside Solution Consultants and Solution Architects to consult on platform configuration best practices
• Driving requirements, design and configure solutions
• Educating clients on the implemented RainFocus toolset
• Working collaboratively within small, focused teams
• Mentoring, training and building the consulting skill set with peers

Frontend Engineer

• Implement stunning, user-friendly web applications.
• Translate designs from in-house designers and customers into high-quality, enterprise-grade web experiences.
• Engage with clients to plan and execute strategic branding requirements.
• Collaborate closely with Product Management, Project Managers, and designers to deliver high-quality products to customers.
• Ensure all code is maintainable, scalable, and cross-browser compatible.
• Familiarity with web accessibility (WCAG) standards in all applications.

UI Developer

• Become an expert in RainFocus platform
• Train client admins on the RainFocus tools and processes as necessary
• Configure the RainFocus platform
• Work with clients to identify business requirements and workflows
• Facilitate holistic system design and architecture workshops
• Identify platform configuration requirements
• Identify and mitigate risks to achieve implementation success
• Follow best practices for implementing RainFocus products
• Consult with clients on new ideas and best practices
• Document requirements, solution designs and testing plans
• Provide regular updates on milestones and tasks to project managers
• Provide project managers with level of effort estimates
• Communicate issues and risks to project managers and leadership
• Leads solution project calls and demos with clients
• Balance priorities across multiple assignments
• Thoroughly track tasks and complete all assignments on time
• Contribute to implementation tools, processes and templates

Solution Consultant – International

IT Support

• Provide first-level technical support to end-users via phone, email, and in-person
• Diagnose and resolve hardware and software issues
• Install, configure, and maintain computer systems and peripherals
• Collaborate with other IT team members to escalate and resolve complex issues
• Maintain accurate records of technical issues and resolutions in the helpdesk ticketing system
• Assist in the development and maintenance of IT documentation and knowledge base
• Conduct user training sessions on various IT tools and applications
• Stay up-to-date with the latest technology trends and recommend improvements to enhance the overall IT infrastructure

Helpdesk Technician

Solution Consultant

• Become an expert in RainFocus platform
• Train client admins on the RainFocus tools and processes
• Configure the RainFocus platform
• Work with clients to identify business requirements and workflows
• Facilitate holistic system design and architecture workshops
• Identify platform configuration requirements
• Identify and mitigate risks to achieve implementation success
• Follow best practices for implementing RainFocus products
• Consult with clients on new ideas and best practices
• Document requirements, solution designs and testing plans
• Provide regular updates on milestones and tasks to project managers
• Provide project managers with level of effort estimates
• Communicate issues and risks to project managers and leadership
• Lead solution project calls and demos with clients
• Balance priorities across multiple assignments
• Thoroughly track tasks and complete all assignments on time
• Contribute to implementation tools, processes and templates