Fast Facts

Join Renaissance as a Support Agent II, where you'll leverage your exceptional customer support skills to assist educational staff in navigating online learning solutions. This role emphasizes technical proficiency, quick problem-solving, and effective communication.

Responsibilities: Key responsibilities include resolving customer queries, troubleshooting issues, managing tickets, analyzing customer needs, and supporting team members.

Skills: Candidates should possess strong customer support skills, technical acumen, and proficiency in Microsoft Office, with preferred experience in FastBridge, Salesforce, and Jira.

Qualifications: A high school diploma or GED and 1+ years of customer support experience, or equivalent education and experience is preferred.

Location: The position is based in the United States without any specified additional travel requirements.

Compensation: $18 - $25 / Hourly

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

Support Agent II will serve as a key point of contact for support-related issues. The ideal candidate will have exceptional customer support skills, sound technical acumen, and the ability to communicate effectively with educational staff via phone, email, chat, and virtual meetings.  

In addition to demonstrating technical skills in all types of devices, we require experience in efficiently guiding others to successfully use online-based education solutions over the phone, email, and virtual meetings. Quick problem solvers with the ability to prioritize helping a large customer base will thrive in this growing, fast-paced environment. Manage multiple new tickets in your queue while also handling updates from clients on existing issues.  

In this role as Support Agent II, you will:

• Resolve routine, as well as complex problems, and effectively communicate solutions or requested customer information. 
• Respond to customer queries(both internal and external) within timelines through various modes(e.g. calls, chat, email). 
• Proactively analyze customer needs and consult with relevant departments as necessary. 
• Troubleshoot complex customer issues on supported operating systems and browsers. 
• Support internal and external projects by working collaboratively in teams and committees. 
• Maintain expected levels of representative metric goals; Adhere to case management guideline. 
• Assist and support early career team members and new hires, as required. 

Qualifications

For the role of Support Agent II, you should have:

• A high school diploma or GED, with 1+ years of customer support experience preferred, OR an equivalent combination of education and experience.
• Working knowledge of the Microsoft Office Suite (e.g., Outlook, Word, PowerPoint, Excel) and other computer applications

Preferred: 

• Experience working with FastBridge, Salesforce, and Jira.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Hourly Range: $18.47-$25.41 This range is based on national market data and may vary by experience and 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/