Support Agent I

Renaissance Learning North America; United States; Hybrid; USD 35,000 - 40,000; Full time

Benefits offered by this job

Health Savings Account

401(k) with company match

Paid Vacation and Sick Time

Paid Holidays

Tuition Reimbursement

Life & Disability Insurance

Well-being programs

Job summary

Renaissance Learning North America is seeking a Support Agent I to join its Customer Support team. You will enhance the customer experience by ensuring optimal use of Renaissance products across channels.

We ideally need someone located in the MST or PST time zones, with strong communication and problem-solving skills, and the ability to translate technical information into user-friendly guidance. Prior SaaS or education tech experience is a plus.

Qualifications

• Excellent customer service via phone, email, and chat.
• Clear written and verbal communication for diverse audiences.
• Reliable, quality-focused, customer-centric problem solving.
• Able to learn complex systems and integrations quickly.
• Collaborative with a positive, team-oriented mindset.
• Basic data analytics using SQL or Power BI.

Responsibilities

• Manage multi-channel customer support interactions with professionalism and empathy.
• Resolve routine inquiries and provide accurate information via knowledge base.
• Develop knowledge of supported products and interconnections.
• Verify configurations in customer accounts and troubleshoot root causes.
• Document interactions and resolutions in the ticketing system.
• Follow case management guidelines and escalate complex issues as needed.
• Meet targets for response time, resolution time, and CSAT.
• Support department projects and continuous improvement initiatives.

Skills

Customer service

Written and verbal communication

Reliability

Learn quickly

Team collaboration

Data analytics basics

Tools

SQL

Power BI

Salesforce

JIRA

Job 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

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. You recognize that a company's reputation is built on its customer interactions, and you are committed to being at the forefront of this mission.

We ideally need someone located in the MST or PST time zones.

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

• Manage customer support interactions across multiple channels (phone, chat, email) with professionalism, empathy, and active listening to fully understand issues before proposing solutions
• 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
• 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

Qualifications

For this role as a Support Agent I, you should have:

• 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

Bonus Points:

• Proficiency with Microsoft Suite products
• Background in education technology or a background in education
• 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

Additional Information

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

Salary Range: $34,900-$40,200 This range is based on national market data and may vary by experience and location.

Benefits for eligible US employees include:

• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs

Benefits listed apply to eligible U.S. employees in accordance with Renaissance’s benefits eligibility criteria. Contractor and other non‑employee roles are not eligible for Renaissance employee benefits.

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.

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

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