Full-Time Support Agent II -eduCLIMBER

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. Responsibilities: 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, you should have:

• High school diploma/GED with 1+ years of customer support experience, preferred. Or equivalent combination of education and experience.
• 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

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