Support Agent II

Summary

Join Renaissance®, a global leader in pre-K–12 education technology, as a Support Agent II. Enhance the customer experience by optimizing product use and providing advanced solutions. Maintain the company's reputation through exceptional customer interactions and proactive problem-solving. Lead customer support interactions with professionalism, empathy, and expertise. Resolve complex problems and communicate solutions effectively. Conduct in-depth research to address customer inquiries and develop a comprehensive understanding of systems and products. Troubleshoot complex issues and exhibit superior listening skills. Support internal and external projects and assist early career team members.

Requirements

• High school diploma/ GED with 1+ years of customer support experience, preferred. Or equivalent combination of education and experience
• Education background including educators and district resources
• Exceptional customer service skills, with extensive experience in phone and email support
• Strong written and verbal communication skills, capable of translating complex information for diverse audiences
• A commitment to mastering our systems, products, and their integrations
• Proven reliability, customer service orientation, and a focus on quality
• The ability to identify customer needs and implement efficient, innovative solutions
• The ability to cultivate a positive attitude and contribute to a supportive and dynamic culture

Responsibilities

• Lead customer support interactions with professionalism, empathy, and expertise
• Respond to customer queries (both internal and external) within timelines through various modes (e.g. calls, chat, email)
• Resolve routine, as well as complex problems, and effectively communicate solutions or requested customer information
• Conduct in-depth research to address and anticipate customer inquiries
• Develop a comprehensive understanding of systems, products, and their integrations
• Troubleshoot complex customer issues on supported operating systems and browsers
• Exhibit superior listening skills, fully understanding customer issues before proposing solutions
• Maintain expected levels of representative metric goals; Adhere to case management guideline
• Proactively analyze customer needs and consult with relevant departments as necessary
• Support internal and external projects by working collaboratively in teams and committees
• Assist and support early career team members and new hires, as required

Preferred Qualifications

• Advanced knowledge of Microsoft Suite products
• Advanced knowledge of Salesforce
• Advanced knowledge of JIRA ticketing system
• Extensive experience supporting customers in a SaaS environment
• Extensive experience with Renaissance products, specifically eduCLIMBER

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