Support Agent I
$34,900–$40,200 year
Remote · United States
Job Summary
Support Agent I responsible for managing multi-channel customer support (phone, chat, email) to enhance customer experience, troubleshoot login issues, browser compatibility, and basic connectivity, document interactions and resolutions, and meet SLA and quality metrics. Must develop product knowledge, escalate complex problems with thorough documentation, and contribute to continuous improvement. Requires exceptional customer service, strong written and verbal communication, ability to learn complex systems, familiarity with SQL or Power BI, and experience in a SaaS environment. Remote US role with preference for candidates in the Pacific Time Zone.
Required Qualifications
- Exceptional customer service skills across phone, email, and chat channels
- Strong written and verbal communication to translate technical information for diverse audiences
- Proven reliability and customer-centric problem-solving approach
- Ability to quickly learn complex systems, products, and integrations
- Positive attitude and collaborative team culture
- Familiarity with data analytics tools such as SQL or Power BI for basic reporting and data analysis
- Bonus: Proficiency with Microsoft Suite
- Background in education technology or education
- Experience with Salesforce CRM and JIRA for case management
- Previous SaaS customer support experience, preferably with Renaissance products
- Experience in high-volume call center or support environments with multiple priorities
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