Support Agent I

Summary

Support Agent I at Renaissance Learning provides customer support for educational technology products used in over one-third of US schools. The role focuses on resolving customer issues, delivering exceptional service, and enhancing product adoption across their global user base. Responsibilities: Manage customer support interactions via phone, chat, and email while responding to inquiries within established timelines and escalating issues appropriately. Resolve routine problems, conduct product walk-throughs, troubleshoot technical issues, and maintain quality assurance standards while analyzing customer needs. Skills: Strong customer service skills with proficiency in phone and email support, excellent communication and listening abilities, and technical troubleshooting capability on various operating systems and browsers. Ability to research solutions comprehensively, understand interconnected systems and products, and work collaboratively with other departments. Qualifications: High school diploma or GED with some customer support experience, or equivalent combination of education and experience. Preferred experience includes multi-channel support (phone, email, chat) and familiarity with case management systems. Location: Remote - US Compensation: Not provided by employer. Typical compensation for this role is $28,000 – $36,000/year based on entry-level support agent title, seniority, established company, and US remote location. About Renaissance When you join Renaissance®, you join a global leader in pre-K–12 education technology! Renaissance’s solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide. Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

Job Description

We are seeking a highly professional Support Agent I to join our Customer Support team. Your primary responsibility will be to enhance the customer experience by ensuring optimal use of our products. When challenges arise, you will deliver solutions that not only resolve issues but also exceed customer expectations. You recognize that a company's reputation is built on its customer interactions, and you are committed to being at the forefront of this mission. In this role as Support Agent I, you will be responsible for:

• Manage customer support interactions with professionalism, empathy and care.
• Respond to basic customer queries (both internal and external) within timelines through various modes (e.g. calls, chat, email); escalate as appropriate to ensure timely resolution.
• Resolve routine issues, assist in product walk-throughs, and provide solutions or customer information as requested.
• Conduct comprehensive research to address customer inquiries.
• Develop a thorough understanding of the systems, products and how they interconnect.
• Troubleshoot customer issues on supported operating systems and browsers.
• Assist with department projects; Adhere to case management guidelines.
• Exhibit excellent listening skills, fully understanding customer issues before proposing solutions.
• Maintain expected levels of metric goals and quality assurance standards.
• Analyze customer needs and refer to relevant departments as needed.

Qualifications

For this role as a Support Agent I, you should have:

• High school diploma/ GED with some experience working in customer support. Or, equivalent combination of education and experience.
• Exceptional customer service skills, with preferred experience in phone and email support.
• Strong written and verbal communication skills, capable of translating complex information for external audiences.
• A commitment to learning about our systems, products and their integrations.
• Reliability, customer service orientation, and a focus on quality.
• The ability to identify customer needs and implement efficient solutions.
• The ability to cultivate a positive attitude and contribute to a supportive culture.

Bonus Points:

• Knowledge of Microsoft Suite products.
• Knowledge of Salesforce.
• Knowledge of JIRA ticketing system.
• Previous experience supporting customers in a SaaS environment.
• Previous experience with Renaissance products.
• Previous experience with data analytics tools (SQL, Power BI)

Additional Information All your information will be kept confidential according to EEO guidelines. Benefits for eligible US employees include:

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs

Benefits listed apply to eligible U.S. employees in accordance with Renaissance’s benefits eligibility criteria. Contractor and other non‑employee roles are not eligible for Renaissance employee benefits. Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications. Roles evolve over time, especially with innovation, and you may be just the person we need for the future! Equal Opportunity Employer Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law. For California Residents, please see our Privacy Notice for California Job Candidates here. Reasonable Accommodations Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition. Employment Authorization Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time. For more information about Renaissance, visit: https://www.renaissance.com Apply tot his job Apply To this Job