Support Agent II

Summary

Join Renaissance®, a global leader in pre-K–12 education technology, as a Support Agent II! In this key role, you will be the primary point of contact for resolving support-related issues, demonstrating exceptional customer service and technical skills. You will handle a variety of inquiries through phone, email, chat, and virtual meetings, troubleshooting complex problems and effectively communicating solutions. This fast-paced environment requires quick problem-solving and the ability to prioritize tasks while managing multiple tickets. You will also collaborate with teams and assist junior team members. The ideal candidate possesses strong technical skills, experience with online education solutions, and a proven ability to guide others.

Requirements

• A high school diploma or GED, with 1+ years of customer support experience preferred, OR an equivalent combination of education and experience
• Working knowledge of the Microsoft Office Suite (e.g., Outlook, Word, PowerPoint, Excel) and other computer applications

Responsibilities

• Resolve routine, as well as complex problems, and effectively communicate solutions or requested customer information
• Respond to customer queries(both internal and external) within timelines through various modes(e.g. calls, chat, email)
• Proactively analyze customer needs and consult with relevant departments as necessary
• Troubleshoot complex customer issues on supported operating systems and browsers
• Support internal and external projects by working collaboratively in teams and committees
• Maintain expected levels of representative metric goals; Adhere to case management guideline
• Assist and support early career team members and new hires, as required

Preferred Qualifications

Experience working with FastBridge, Salesforce, and Jira

Benefits

• 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