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

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
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

Support Agent I

Key skills