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Support Agent I

1 week, 4 days ago
United States
Full-time
Entry Level
Customer Support
Data Science and Analytics
JIRA Power BI Salesforce SQL
Apply Now
Renaissance

Renaissance

Renaissance is a global leader in K‒12 educational software solutions and learning analytics. Their products, trusted by educators, aim to enhance curriculum, support differentiated instruction, and personalize practice in reading, writing, and math. W...

Internet Software & Services
1K-5K
Founded 1986
$40M raised
View All Jobs 16

Description

  • Manage customer support interactions across phone, chat, and email with professionalism and empathy.
  • Troubleshoot common technical issues such as login problems, browser compatibility, and basic connectivity within SLA timelines.
  • Resolve routine inquiries, perform product walk-throughs, and provide accurate information through research and knowledge base use.
  • Develop and maintain working knowledge of supported products, core features, and system interconnections.
  • Troubleshoot customer issues across supported operating systems and browsers using established procedures.
  • Navigate support tools and customer accounts to verify configurations and identify root causes.
  • Document customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
  • Follow case management guidelines and workflows to ensure proper ticket handling and routing.
  • Escalate complex technical problems to senior support staff with clear documentation.
  • Meet or exceed goals for response time, resolution time, customer satisfaction, and quality assurance.
  • Analyze customer needs and route requests to the appropriate department when specialized help is needed.
  • Contribute to department projects and continuous improvement initiatives.

Requirements

  • Exceptional customer service skills with the ability to deliver professional support via phone, email, and chat.
  • Strong written and verbal communication skills, including the ability to explain technical information clearly to diverse audiences.
  • Proven reliability, a quality-focused mindset, and a customer-centric approach to problem-solving.
  • Ability to quickly learn complex systems, products, and integrations and implement efficient solutions.
  • Positive attitude, strong collaboration skills, and commitment to a supportive team culture.
  • Familiarity with data analytics tools such as SQL or Power BI for basic reporting and analysis.
  • Located in the Pacific Time Zone is ideal.
  • Proficiency with Microsoft Suite products is preferred.
  • Background in education technology or education is preferred.
  • Experience with Salesforce CRM and JIRA ticketing systems for case management and workflow tracking is preferred.
  • Previous experience supporting customers in a SaaS environment, preferably with Renaissance products, is preferred.
  • Background in call center or high-volume support environments with demonstrated ability to manage multiple priorities is preferred.
  • Must be authorized to work for any employer in the United States.
  • Ability to work for any employer in the United States without visa sponsorship is required.

Benefits

  • Salary range of $34,900 to $40,200, based on national market data and experience/location.
  • Medical, prescription, dental, vision, and telehealth coverage.
  • Health Savings Accounts and Flexible Spending Accounts.
  • 401(k) and Roth 401(k) with company match.
  • Paid vacation and sick time off, plus 12 paid holidays.
  • Parental leave of 20 total weeks, including 14 weeks paid, plus Milk Stork program support.
  • Tuition reimbursement.
  • Life and disability insurance.
  • Well-being and Employee Assistance Programs.

Interested in this position?

Apply directly on the company website

Apply Now

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