Support Agent, Renaissance

• A high school diploma or GED, with 1+ years of customer support experience preferred, OR an equivalent combination of education and experience
• Working knowledge of the Microsoft Office Suite (e.g., Outlook, Word, PowerPoint, Excel) and other computer applications

Desirable

• Support Agent II will serve as a key point of contact for support-related issues
• The ideal candidate will have exceptional customer support skills, sound technical acumen, and the ability to communicate effectively with educational staff via phone, email, chat, and virtual meetings
• In addition to demonstrating technical skills in all types of devices, we require experience in efficiently guiding others to successfully use online-based education solutions over the phone, email, and virtual meetings
• Quick problem solvers with the ability to prioritize helping a large customer base will thrive in this growing, fast-paced environment
• Manage multiple new tickets in your queue while also handling updates from clients on existing issues
• Resolve routine, as well as complex problems, and effectively communicate solutions or requested customer information
• Respond to customer queries(both internal and external) within timelines through various modes(e.g. calls, chat, email)
• Proactively analyze customer needs and consult with relevant departments as necessary
• Troubleshoot complex customer issues on supported operating systems and browsers
• Support internal and external projects by working collaboratively in teams and committees
• Maintain expected levels of representative metric goals; Adhere to case management guideline
• Assist and support early career team members and new hires, as required