Remote Support Agent I - SaaS Customer Care

Renaissancelearning Nam; United States; Remote; USD 35,000 - 40,000; Full time

Benefits offered by this job

Health benefits

HSA/FSA

401(k) with match

Paid vacation & sick time

12 paid holidays

Parental leave & Milk Stork

Tuition reimbursement

Life & disability insurance

Well-being programs

Job summary

Renaissance is seeking a professional Support Agent I for our Customer Support team. The role focuses on enhancing the customer experience by ensuring optimal use of our products and delivering solutions that exceed expectations.

The position prefers candidates located in the MST or PST time zones and involves handling inquiries across phone, chat, and email channels with a strong emphasis on empathy, accuracy, and knowledge of supported products.

Qualifications

• Exceptional customer service via phone, email and chat channels.
• Strong written and verbal communication translating technical info for diverse audiences.
• Proven reliability, quality-focused with a customer-centric approach.

Responsibilities

• Manage customer support interactions across multiple channels with professionalism and active listening.
• Troubleshoot login problems, browser compatibility, and basic connectivity within SLA timelines.
• Resolve routine inquiries, conduct product walk-throughs, and provide accurate information through research and knowledge base.
• Develop and maintain knowledge of supported products and their core features.
• Troubleshoot issues across operating systems and browsers following procedures.
• Navigate support tools and accounts to verify configurations and identify root causes.
• Document all interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex problems to senior staff with clear documentation.
• Meet or exceed metrics for response time, resolution time, customer satisfaction, and QA standards.
• Analyze customer needs and route requests to appropriate departments.
• Contribute to department projects and continuous improvement initiatives.

Skills

Customer service

Communication

Reliability

Learning agility

Collaboration

Data analytics tools

Microsoft Suite

Tools

Salesforce CRM

JIRA

SQL

Power BI

Job description

Renaissance is seeking a professional Support Agent I for our Customer Support team. The role focuses on enhancing the customer experience by ensuring optimal use of our products and delivering solutions that exceed expectations.

The position prefers candidates located in the MST or PST time zones and involves handling inquiries across phone, chat, and email channels with a strong emphasis on empathy, accuracy, and knowledge of supported products.