Support Agent II

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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 within SLA timelines • Resolve routine inquiries and conduct product walk-throughs • Research and provide accurate information using the knowledge base • Maintain working knowledge of supported products, core 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 • Adhere to case management guidelines and workflows • Escalate complex technical problems to senior support staff with comprehensive documentation • Meet or exceed response time, resolution time, customer satisfaction, and quality assurance metrics • Analyze customer needs and route requests to appropriate departments • Contribute to department projects and continuous improvement initiatives

🎯 Requirements

• Exceptional customer service skills with demonstrated ability to provide professional support via phone, email, and chat • Strong written and verbal communication skills • Ability to translate technical information into clear, user-friendly language • Proven reliability and quality-focused, customer-centric problem-solving approach • Ability to quickly learn complex systems, products, and integrations • Familiarity with data analytics tools such as SQL or Power BI for basic reporting and data analysis • Proficiency with Microsoft Suite products (bonus) • Background in education technology or education (bonus) • Experience with Salesforce CRM and JIRA ticketing systems (bonus) • Previous SaaS customer support experience, preferably with Renaissance products (bonus) • Call center or high-volume support experience (bonus) • Must be authorized to work for any employer in the United States • Renaissance cannot sponsor or take over sponsorship of an employment visa

🏖️ Benefits

• 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