Support Agent I

About the Company

Renaissance is a worldwide education technology company serving pre-K through grade 12. Its products help teachers understand student progress, tailor learning plans, and create more engaging classroom experiences. The company’s tools are used in more than one-third of U.S. schools and across over 100 countries.

The organization is guided by values centered on trust, teamwork, high standards, accountability, and continuous improvement.

Role Overview

Renaissance is hiring a Support Agent I to join its Customer Support team. This role focuses on improving the customer experience by helping users get the most value from the company’s products. You will handle issues with professionalism, provide effective solutions, and work to ensure every interaction reflects a strong commitment to service.

The preferred location for this position is the Pacific Time Zone.

What You Will Do

• Handle support requests through phone, chat, and email while showing professionalism, empathy, and active listening.
• Investigate common technical concerns such as login errors, browser issues, and basic connectivity problems within SLA timelines.
• Answer routine product questions, walk users through features, and rely on internal resources and research to provide accurate guidance.
• Build and maintain solid knowledge of supported products, key features, and how related systems connect.
• Work through issues on supported operating systems and browsers using established troubleshooting steps.
• Use support tools and customer account details to check settings and identify likely root causes.
• Record all conversations, troubleshooting actions, and resolutions clearly in the ticketing system.
• Follow case handling rules and workflows to make sure tickets are properly managed and routed.
• Send complex technical issues to senior support team members with complete and organized documentation.
• Work toward target performance levels for response time, resolution time, customer satisfaction, and quality standards.
• Review customer needs and direct requests to the correct team when specialized help is needed.
• Take part in team projects and ongoing process improvement efforts.

What We’re Looking For

You should bring strong customer support experience, solid communication skills, and a dependable, quality-first approach to problem solving. The role also requires the ability to learn complicated systems quickly, understand customer needs, and turn technical details into plain language that different audiences can easily follow. A positive attitude and a collaborative mindset are important for success in this team environment.

Preferred Background

Experience with data analysis or reporting tools such as SQL or Power BI is helpful. Additional advantages include familiarity with Microsoft tools, a background in education or education technology, and experience using Salesforce CRM or JIRA for case and workflow management. Prior work in SaaS support or a busy call-center style environment is also beneficial, especially if you have managed multiple priorities at once.

Additional Information

All application information will be handled confidentially in line with EEO guidelines.

The posted salary range for this position is $34,900 to $40,200. This range is based on national market data and may change depending on experience and location.

Benefits for Eligible U.S. Employees

• Medical, prescription, dental, vision, and telehealth coverage
• Health savings accounts and flexible spending accounts
• 401(k) and Roth 401(k) plans with company match
• Paid vacation and paid sick time
• 12 paid holidays
• Parental leave totaling 20 weeks, including 14 weeks paid, plus the Milk Stork program
• Tuition reimbursement
• Life and disability insurance
• Well-being support and employee assistance programs

These benefits are available only to eligible U.S. employees under the company’s benefits criteria. Contractor and other non-employee roles are not eligible.

Equal Opportunity and Accommodation

Renaissance is an equal opportunity employer. Employment decisions are not based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or any other status protected by federal, state, or local law.

The company also provides reasonable accommodations for qualified individuals with disabilities under the Americans with Disabilities Act and applicable state and local laws. Candidates who need accommodation during the application or interview process should contact Talent Acquisition.

Work Authorization

Applicants must be legally authorized to work for any employer in the United States. The company is not able to sponsor or transfer employment visa sponsorship at this time.