Support Agent II -eduCLIMBER Position Available In Erie, New York

Job Order Number:

DG0209097

Job Title:

Support Agent II -eduCLIMBER

Company:

Renaissance Location:

Buffalo, NY

Salary:

Education:

Information Not Provided

Experience:

Information Not Provided

Hours:

Duration:

Full Time, Regular

Shift:

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.

We are seeking a highly skilled Support Agent II to join our Customer Support team. Your primary responsibility will be to enhance the customer experience by optimizing the use of our products and providing advanced solutions.

You will play a crucial role in maintaining our company’s reputation through exceptional customer interactions and proactive problem-solving. 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. Responsibilities – As a Support Agent II, you will: + Lead customer support interactions with professionalism, empathy, and expertise. + Respond to customer queries (both internal and external) within timelines through various modes (e.g. calls, chat, email). + Resolve routine, as well as complex problems, and effectively communicate solutions or requested customer information. + Conduct in-depth research to address and anticipate customer inquiries. + Develop a comprehensive understanding of systems, products, and their integrations. + Troubleshoot complex customer issues on supported operating systems and browsers. + Exhibit superior listening skills, fully understanding customer issues before proposing solutions. + Maintain expected levels of representative metric goals; Adhere to case management guideline. + Proactively analyze customer needs and consult with relevant departments as necessary. + Support internal and external projects by working collaboratively in teams and committees. + Assist and support early career team members and new hires, as required. For this role as a Support Agent II, you should have:+ High school diploma/ GED with 1+ years of customer support experience, preferred. Or equivalent combination of education and experience. + Education background including educators and district resources.+ Exceptional customer service skills, with extensive experience in phone and email support. + Strong written and verbal communication skills, capable of translating complex information for diverse audiences. + A commitment to mastering our systems, products, and their integrations. + Proven reliability, customer service orientation, and a focus on quality. + The ability to identify customer needs and implement efficient, innovative solutions. + The ability to cultivate a positive attitude and contribute to a supportive and dynamic culture.

• Bonus points for:
• + Advanced knowledge of Microsoft Suite products. + Advanced knowledge of Salesforce. + Advanced knowledge of JIRA ticketing system. + Extensive experience supporting customers in a SaaS environment. + Extensive experience with Renaissance products, specifically
• eduCLIMBER.
• All your information will be kept confidential.

• Salary Range:

• $20.29 – $27.40 This range is based on national market data and may vary by location.
• Benefits for eligible employees include:
• +

World Class Health Benefits:

Medical, Prescription, Dental, Vision, Telehealth+ Health Savings and Flexible Spending Accounts+ 401(k) and Roth 401(k) with company match+ Paid Vacation and Sick Time Off+ 12 Paid Holidays+ Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program+ Tuition Reimbursement+ Life & Disability Insurance+ Well-being and Employee Assistance ProgramsFrequently cited statistics sh