Support Agent I

2 hours, 25 minutes ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Manage customer support interactions across phone, chat, and email with professionalism, empathy, and active listening.
  • Troubleshoot common technical issues such as login problems, browser compatibility issues, and basic connectivity issues within SLA timelines.
  • Resolve routine inquiries, conduct product walk-throughs, and provide accurate information using research and the knowledge base.
  • Develop and maintain working knowledge of supported products, core features, and system interconnections.
  • Troubleshoot customer issues across supported operating systems and browsers following 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.
  • Adhere to case management guidelines and workflows for proper ticket handling and routing.
  • Escalate complex technical issues to senior support staff with clear and complete documentation.
  • Meet or exceed performance metrics for response time, resolution time, customer satisfaction, and quality assurance.
  • Analyze customer needs and route requests to the appropriate department when specialized assistance is needed.
  • Contribute to department projects and continuous improvement initiatives.

Requirements

  • Exceptional customer service skills with demonstrated ability to support customers via phone, email, and chat.
  • Strong written and verbal communication skills with the ability to explain technical information in clear, user-friendly language.
  • Proven reliability, a quality-focused mindset, and a customer-centric approach to problem-solving.
  • Ability to quickly learn complex systems, products, and integrations.
  • Positive attitude, strong collaboration skills, and a commitment to supporting team culture.
  • Familiarity with data analytics tools such as SQL or Power BI for basic reporting and analysis.
  • Preferred: proficiency with Microsoft Suite products.
  • Preferred: background in education technology or education.
  • Preferred: experience with Salesforce CRM and JIRA ticketing systems for case management and workflow tracking.
  • Preferred: previous experience supporting customers in a SaaS environment, ideally with Renaissance products.
  • Preferred: experience in a call center or high-volume support environment with the ability to manage multiple priorities.
  • Location preference: ideally based in the Pacific Time Zone.
  • Must be authorized to work for any employer in the United States; no visa sponsorship available.

Benefits

  • Salary range of $34,900-$40,200, depending on experience and 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 totaling 20 weeks, including 14 weeks paid, plus Milk Stork program.
  • 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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