[Hiring] Support Agent I @Renaissance Learning North America

Role 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.

In this role as Support Agent I, you will be responsible for:

• Manage customer support interactions with professionalism, empathy and care.
• Respond to basic customer queries (both internal and external) within timelines through various modes (e.g. calls, chat, email); escalate as appropriate to ensure timely resolution.
• Resolve routine issues, assist in product walk-throughs, and provide solutions or customer information as requested.
• Conduct comprehensive research to address customer inquiries.
• Develop a thorough understanding of the systems, products and how they interconnect.
• Troubleshoot customer issues on supported operating systems and browsers.
• Assist with department projects; adhere to case management guidelines.
• Exhibit excellent listening skills, fully understanding customer issues before proposing solutions.
• Maintain expected levels of metric goals and quality assurance standards.
• Analyze customer needs and refer to relevant departments as needed.

Qualifications

• High school diploma/ GED with some experience working in customer support. Or, equivalent combination of education and experience.
• Exceptional customer service skills, with preferred experience in phone and email support.
• Strong written and verbal communication skills, capable of translating complex information for external audiences.
• A commitment to learning about our systems, products and their integrations.
• Reliability, customer service orientation, and a focus on quality.
• The ability to identify customer needs and implement efficient solutions.
• The ability to cultivate a positive attitude and contribute to a supportive culture.

• Bonus Points:
• Knowledge of Microsoft Suite products.
• Knowledge of Salesforce.
• Knowledge of JIRA ticketing system.
• Previous experience supporting customers in a SaaS environment.
• Previous experience with Renaissance products.
• Previous experience with data analytics tools (SQL, Power BI).

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