Support Agent

The Renaissance Network, Inc.

. Manage customer support interactions with professionalism, empathy and care.

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Manage customer support interactions with professionalism, empathy and care.
Respond to basic customer queries (both internal and external) within timelines through various modes (e.g. calls, chat, email); escalate as appropriate to ensure timely resolution.
Resolve routine issues, assist in product walk-throughs, and provide solutions or customer information as requested.
Conduct comprehensive research to address customer inquiries.
Develop a thorough understanding of the systems, products and how they interconnect.
Troubleshoot customer issues on supported operating systems and browsers.
Assist with department projects; Adhere to case management guidelines.
Exhibit excellent listening skills, fully understanding customer issues before proposing solutions.
Maintain expected levels of metric goals and quality assurance standards.
Analyze customer needs and refer to relevant departments as needed.

Requirements

What you’ll need

High school diploma/ GED with some experience working in customer support. Or, equivalent combination of education and experience.
Exceptional customer service skills, with preferred experience in phone and email support.
Strong written and verbal communication skills, capable of translating complex information for external audiences.
A commitment to learning about our systems, products and their integrations.
Reliability, customer service orientation, and a focus on quality.
The ability to identify customer needs and implement efficient solutions.
The ability to cultivate a positive attitude and contribute to a supportive culture.
Knowledge of Microsoft Suite products.
Knowledge of Salesforce.
Knowledge of JIRA ticketing system.
Previous experience supporting customers in a SaaS environment.
Previous experience with Renaissance products.
Previous experience with data analytics tools (SQL, Power BI)

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportdata analyticsSQLPower BItroubleshootingcase managementproduct walk-throughsissue resolutioncustomer inquiriesSaaS

Soft Skills

empathycommunicationlisteningreliabilitycustomer service orientationproblem-solvingpositive attitudesupportive cultureattention to detailcommitment to learning

Certifications

high school diplomaGED