Support Agent I

• Manage customer support interactions across multiple channels (phone, chat, email) with professionalism, empathy, and active listening to fully understand issues before proposing solutions
• Troubleshoot common technical issues including login problems, browser compatibility, and basic connectivity within established SLA timelines
• Resolve routine inquiries, conduct product walk-throughs, and provide accurate information through comprehensive research and knowledge base utilization
• Develop and maintain working knowledge of supported products, their 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 all 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 established metric goals including response time, resolution time, customer satisfaction, and quality assurance standards
• Analyze customer needs and route requests to appropriate departments when specialized assistance is required
• Contribute to department projects and continuous improvement initiatives

Qualifications

• Exceptional customer service skills with demonstrated ability to deliver professional support via phone, email, and chat channels
• Strong written and verbal communication skills with the ability to translate technical information into clear, user-friendly language for diverse audiences
• 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 with strong collaboration skills and commitment to fostering 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
• Background in education technology or a background in education
• Experience with Salesforce CRM and JIRA ticketing systems for case management and workflow tracking
• Previous experience supporting customers in a SaaS environment, preferably with Renaissance products
• Background in call center or high-volume support environments with demonstrated ability to manage multiple priorities

Additional Information

All your information will be kept confidential according to EEO guidelines.

• 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!