Support Agent II

Company Description

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 skilled Support Agent II to join our Customer Support team. Your primary responsibility will be to enhance the customer experience by optimizing the use of our products and providing advanced solutions.

You will play a crucial role in maintaining our company's reputation through exceptional customer interactions and proactive problem-solving. 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. 

Responsibilities - As a Support Agent II, you will: 

• 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. 

Qualifications

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

• 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. 

Bonus points for: 

• 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. 

Additional Information

All your information will be kept confidential.

Salary Range: $20.29 - $27.40  

This range is based on national market data and may vary by location.

Benefits for eligible 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

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.

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 information about Renaissance, visit: https://www.renaissance.com/