Support Agent I

**About Renaissance** 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 Pacific Time Zone.* **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 * 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 #### **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 w