Support Agent I

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.

• 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

• Associates degree, preferably in Information Technology, Computer Science, Information Systems, Education, or similar field; or equivalent combination of education and experience.
• 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
• Experience with Salesforce CRM and JIRA ticketing systems for case management and workflow tracking
• Previous experience supporting customers in a SaaS environment, preferably with Renaissance products
• Background in call center or high-volume support environments with demonstrated ability to manage multiple priorities

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.

For California Residents, please see our Privacy Notice for California Job Candidates here. 

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.

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 more information about Renaissance, visit: https://www.renaissance.com