Support Specialist (Illuminate)

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

We’re looking for a customer-centric Support Specialist to join our Customer Support team! You will help implement strategies to cultivate a world-class experience that will help elevate each customer’s use of our products. Even when things go off track—products fail or users have issues—you can provide a fix and delight the customer all at once. You recognize that the most meaningful thing about a company is how it treats its customers, and you are at the front lines to help.

As a Support Specialist, you will:

• Resolve customer support interactions.
• Ask appropriate questions and tackle issues independently (via help docs, Confluence, old tickets etc.) before contacting others.
• Thoroughly research and find answers to customer inquiries.
• Learn about the products and systems in order to better understand how things work together.
• Be a great teammate; always take your team into consideration when making decisions.
• Provide the level of detail needed to describe the issue completely and concisely.
• Have a broad understanding of the modules in the product and understand how those modules work together.
• Provide Tier 1 and 2 support for one primary product, adding a secondary product when ready.
• Respond effectively to customer issues with understanding and subject-matter expertise.
• Listen fully to the customer issues before suggesting a solution; understand the question behind the question.
• Show respect for all customers, team members, managers, and company leadership.

Qualifications

For this role as Support Specialist, you must have:

• Outstanding customer service skills – customer support phone/email/chat experience preferred.
• Strong written and verbal skills with the ability to take sophisticated information and translate it for an outside audience.
• Dedicated and passionate about learning more about the system and to better understand how things work together.
• Reliable, customer service oriented, and quality-focused.
• Positive, team-player demeanor.
• Ability to identify customer needs and efficiently implement solutions.
• Humble and friendly with a positive manner that bridges problems with solutions.

Bonus points for:

• Knowledge of Microsoft Suite products.
• Knowledge of Zendesk support ticketing system.
• Knowledge of JIRA ticketing system.
• Previous experience supporting customers in a SaaS environment.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Salary Range: $38,400-$52,850  

This range is based on national market data and may vary by location.

Benefits:

• 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 Programs

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

EQUAL OPPORTUNITY EMPLOYER

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATIONS

Renaissance also provides reasonable accommodations for qualified individuals with di