Support Agent I - Remote

4w4 weeks ago

Renaissance Learning North America

US · Full-time · $34,900 – $40,200

About this role

As a Support Agent I at Renaissance, you will join a global leader in pre-K–12 education technology and become part of a team committed to enhancing the customer experience. Your primary responsibility is to ensure optimal use of our products, delivering solutions that resolve issues and exceed customer expectations. We ideally need someone located in the Pacific Time Zone.

In this role, you will manage customer support interactions across multiple channels including phone, chat, and email, approaching each with professionalism, empathy, and active listening. You will troubleshoot common technical issues such as login problems and browser compatibility, resolve routine inquiries, and conduct product walk-throughs to help educators get the most from our solutions.

You will work within a fiercely passionate team that exemplifies values like trust each other, win together, and strive for the best. Your daily focus will be on accurate documentation, adherence to case management workflows, and meeting established metric goals for response time, resolution time, and customer satisfaction. You will also contribute to department projects and continuous improvement initiatives.

This position offers an opportunity to develop deep knowledge of supported products and their system interconnections, with pathways to grow within a company whose solutions are used in over one-third of US schools and more than 100 countries worldwide. You will be at the forefront of building Renaissance's reputation through exceptional customer interactions.

Requirements

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 is a bonus
Background in education technology is a plus

Responsibilities

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, documenting all interactions in the ticketing system
Adhere to case management guidelines and workflows, escalating complex technical problems to senior support staff with clear documentation
Analyze customer needs and route requests to appropriate departments when specialized assistance is required

Benefits

Remote-friendly role with preference for Pacific Time Zone candidates
Work for a global leader in pre-K–12 education technology used in over one-third of US schools and more than 100 countries
Join a fiercely passionate team that values trust, collaboration, and continuous improvement
Opportunity to contribute to department projects and initiatives that shape the customer experience