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Support Agent I

2 months, 3 weeks ago
United States
Full-time
Entry Level
Customer Support
Customer and Technical Support
JIRA Power BI Salesforce SQL
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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 9

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, and basic connectivity within SLA timelines.
  • Resolve routine inquiries, conduct product walkthroughs, 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 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 to ensure proper ticket handling and routing.
  • Escalate complex technical problems to senior support staff with clear, comprehensive documentation.
  • Meet or exceed metric goals for response time, resolution time, customer satisfaction, and quality assurance.
  • Analyze customer needs and route requests to appropriate departments when specialized assistance is required.
  • 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 with the ability to explain technical information in clear, user-friendly language.
  • Proven reliability, quality-focused mindset, and customer-centric approach to problem-solving.
  • Ability to quickly learn complex systems, products, and integrations while identifying customer needs and implementing 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 data analysis.
  • 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 a call center or high-volume support environment with the ability to manage multiple priorities is preferred.
  • Applicants must be authorized to work for any employer in the United States; sponsorship is not available at this time.

Benefits

  • Salary range of $34,900–$40,200, based on national market data and experience/location.
  • World-class health benefits including 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 the Milk Stork program.
  • Tuition reimbursement.
  • Life and disability insurance.
  • Well-being and employee assistance programs.
  • Remote work designation (#LI-Remote).

Interested in this position?

Apply directly on the company website

Apply Now

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