Support Agent I

About Renaissance 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 professional Support Agent I to join our Customer Support team. Your primary responsibility will be to enhance the customer experience by ensuring optimal use of our products. When challenges arise, you will deliver solutions that not only resolve issues but also exceed customer expectations. 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. We ideally need someone located in the Pacific Time Zone. In this role as Support Agent I, you will be responsible for: 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 For this role as a Support Agent I, you should have: 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 Bonus Points: 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. Salary Range: $34,900-$40,200 This range is based on national market data and may vary by experience and location. #LI-Remote Benefits for eligible US 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 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! 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. For California Residents, please see our Privacy Notice for California Job Candidates here . 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 more information about Renaissance, visit: https://www.renaissance.com