Support Agent

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The Renaissance Network, Inc.

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11 - 50 employés

Fondée en 1996

📚 Éducation

🤝 B2B

🎯 Recrutement

Education • B2B • Recruitment

The Renaissance Network, Inc. est une entreprise spécialisée dans l'aide aux organisations du secteur de l'éducation et de la technologie pour trouver des cadres dirigeants de haut niveau et constituer des équipes axées sur les objectifs. Avec plus de 25 ans d'expérience, elle propose des services de recherche et de conseil ciblés conçus pour découvrir des talents permanents et intérimaires, dans le but d'impacter positivement l'éducation et les communautés. Son approche stratégique de l'acquisition de talents repose sur la compréhension des besoins des clients et l'utilisation de décisions basées sur des données pour garantir des placements réussis.

Description

• 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

🎯 Exigences

• 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 (Bonus Points) • Background in education technology or a background in education (Bonus Points) • Experience with Salesforce CRM and JIRA ticketing systems for case management and workflow tracking (Bonus Points) • Previous experience supporting customers in a SaaS environment, preferably with Renaissance products (Bonus Points) • Background in call center or high-volume support environments with demonstrated ability to manage multiple priorities (Bonus Points)

🏖️ Avantages

• 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