Customer Support Team Lead - NP

Company 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.

Job Description

As the Team Leader for the eSchool Data Support Team, your primary function will be to facilitate providing world-class customer support to both internal and external customers by overseeing team members, resolving customer complaints, and developing processes to enhance productivity and performance.

The Team Lead will have exceptional customer-focused service skills and the ability to communicate effectively with educational staff. In addition to demonstrating advanced technical skills in all types of devices & experience troubleshooting mobile technologies, the candidate possesses the skill set needed to impart knowledge to all Tier I agents. You are an integral part of the teacher and administrator journey, managing onboarding, maintenance, satisfaction, and renewal processes. The overarching mission is to guarantee an exceptional experience for our customers on our platform, ultimately contributing to successful student learning outcomes. This position involves close collaboration with various Renaissance Learning departments and direct engagement with customers, making the ideal candidate a risk-averse innovator. 

Job Responsibilities 

• Ability to effectively resolve a large number of customer support-related issues/inquiries knowing that each engagement benefits educators and students. 
• Ability to self-research, and learn new features or updates involving the support of our core products of Renaissance Learning. 
• Ability to probe, identify, and document the scope of customer’s issue(s) and provide technical narrative accurately within support documentation and channels. 
• Work to achieve an overall 95% or above satisfaction rating with the rest of the Customer Support Team. 
• Demonstrate consistency in high-quality technical support with customers while showing knowledge of both the product and our internal processes. 
• Ability to identify, document, and communicate any trends or issues for escalations internally or to other departments. 
• Participate in the ongoing education of our products to support our customers and provide feedback to the product development team. 
• Be comfortable educating, coaching, and positively supporting others.  
• Effective in innovating and adapting our support roles to the needs of an evolving educational customer base. 
• Train additional Support members on troubleshooting techniques and processes for high-volume seasons. 
• Assist in developing strategies to assist the team in reaching established KPIs 
• Monitor queue coverage and schedule 6-7 team members based on business needs. 
• Act as hiring manager and conduct interviews for new team members. 
• Associate evaluations to continue to foster a challenging environment for team members to develop and enhance their knowledge base. 
• Author training documentation & provide product training for both Support and other Renaissance Learning departments. 
• Monitor team members’ participation to ensure the training they are being provided is being put to use and also to determine further training needs. 
• Communicate clear instructions to team members and elicit feedback. 
• Create Salesforce reporting & distribute them appropriately. 
• Create and maintain the Support internal FAQs & company help center documents via ZenDesk. 
• Salesforce macro creation & maintenance. 
• Collaborate across departments to carry out projects and update processes 
• Tier II and Tier III backup 
• Lead and motivate a team of customer support employees.  

Qualifications

• Associate’s degree (preferred) in information technology, instructional technology/design, education, or a related major. 
• Experience in K12, higher education, or EdTech preferred. 
• Experience working in a SaaS environment a plus 
• Experience with school and district terminology and hierarchy relationships with respect to structure and change management 
• Experience with entitlement and license management 
• 1-3 years of combined experience in customer-facing technology/data support. 
• Knowledge of Exc