Remote Education Tech Support Agent II

Renaissancelearning Nam; United States; On-site; USD 38,000 - 50,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off

Job summary

Renaissance is seeking a professional Support Agent II to join our Customer Support team. You will enhance the customer experience by ensuring optimal use of our products and delivering solutions that exceed expectations.

You will handle calls, chats, and emails, troubleshoot login and browser issues, provide product walk-throughs, and maintain thorough documentation. The role emphasizes teamwork, learning, and data-driven support in a remote setting.

Qualifications

• 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.

Responsibilities

• Manage customer support interactions across multiple channels with professionalism and empathy.
• Troubleshoot common technical issues including login problems and browser compatibility within SLA timelines.
• Resolve routine inquiries and conduct product walk-throughs with thorough research and knowledge base use.
• Develop and maintain knowledge of products, features, and system interconnections.
• Escalate complex problems to senior staff with clear documentation and case notes.
• Meet or exceed metrics for response time, resolution time, and customer satisfaction.

Skills

Customer service

Communication

Problem solving

Learning agility

Team collaboration

Data analytics

Tools

Salesforce CRM

JIRA

Power BI

Job description

Renaissance is seeking a professional Support Agent II to join our Customer Support team. You will enhance the customer experience by ensuring optimal use of our products and delivering solutions that exceed expectations.

You will handle calls, chats, and emails, troubleshoot login and browser issues, provide product walk-throughs, and maintain thorough documentation. The role emphasizes teamwork, learning, and data-driven support in a remote setting.