Support Agent I

🕒 June 19

🇺🇸 United States – Remote

💵 $34.9k - $40.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 75%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Renaissance Network, Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1996

💼 Consulting

📣 Marketing

📚 Education

Consulting • Marketing • Education

The Renaissance Network, Inc. is a company that specializes in helping education and technology organizations find top executives and build goal-driven teams. With over 25 years of experience, they provide targeted search and consulting services designed to uncover both permanent and interim talent, ultimately aiming to impact education and communities positively. Their strategic approach to talent acquisition is rooted in understanding client needs and utilizing data-driven decision-making to ensure successful placements.

📋 Description

• Manage customer support interactions across phone, chat, and email • Troubleshoot login, browser compatibility, connectivity, operating system, and browser issues • Resolve routine inquiries and conduct product walk-throughs • Research solutions and use the knowledge base • Maintain working knowledge of supported products, features, and system interconnections • Navigate support tools and customer accounts to verify configurations and identify root causes • Document customer interactions, troubleshooting steps, and resolutions in the ticketing system • Follow case management guidelines and workflows • Escalate complex technical problems with comprehensive documentation • Meet response time, resolution time, customer satisfaction, and quality assurance metrics • Route specialized requests to appropriate departments • Contribute to department projects and continuous improvement initiatives

🎯 Requirements

• Exceptional customer service skills via phone, email, and chat • Strong written and verbal communication skills • Ability to translate technical information into clear, user-friendly language • Reliability and quality-focused, customer-centric problem-solving • Ability to quickly learn complex systems, products, and integrations • Strong collaboration skills • Familiarity with SQL or Power BI for basic reporting and data analysis • Microsoft Suite proficiency (bonus) • Education technology or education background (bonus) • Salesforce CRM and JIRA experience (bonus) • SaaS customer support experience (bonus) • Call center or high-volume support experience (bonus)

🏖️ 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