What are the responsibilities and job description for the Technical Support Specialist position at Renaissance?
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.
This job entails assisting internal representatives and customers on Renaissance software issues and working with Engineering to document and address issues.? Remote - shift will be 8:30 - 5:00 GMT (3:30AM - 12:00PM CST)
In this role, you will:
- Exhibit leadership skills and serve as a role model to all support representatives.
- Utilize your in-depth product knowledge and exceptional problem-solving skills.?
- Respond to escalated support incidents and high-priority cases from management quickly and accurately.
- Research, test, and log clear and complete defects for issues reported by customers or found internally.
- Interact with Engineering, Product Development, and other teams to assist in bringing unresolved, escalated issues to resolution.
- Three years of experience as a Support representative.
- The ability to get along well with others and collaborate effectively as you work towards a common goal.
- An understanding of software file structure and the ability to analyze and interpret databases.
- A demonstrated ability to learn complex querying software.
- Proficiency with operating systems and devices supported for use with Renaissance software.
Bonus points for:
- Three years of experience in Renaissance Technical Support
- Programming background
*Salary Range: * $46,400 - $69,500. This range is based on national market data and may vary by location.
Benefits :
- World Class 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
- 13 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, minorities, individuals with disabilities, and protected veterans, 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 into the future. We hope you're open to learning new skills to grow with us. Make our team, your team! 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.
At Renaissance our mission is: "To accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide." Inherent in that guiding principle is dedication to serving all identities by recognizing the importance of Diversity, Equity, and Inclusion (DEI) in our organization, our work and our products. Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.
Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition (TATeam@renlearnCRM.onmicrosoft.com) .
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.
This job entails assisting internal representatives and customers on Renaissance software issues and working with Engineering to document and address issues.? Remote - shift will be 8:30 - 5:00 GMT (3:30AM - 12:00PM CST)
In this role, you will:
- Exhibit leadership skills and serve as a role model to all support representatives.
- Utilize your in-depth product knowledge and exceptional problem-solving skills.?
- Respond to escalated support incidents and high-priority cases from management quickly and accurately.
- Research, test, and log clear and complete defects for issues reported by customers or found internally.
- Interact with Engineering, Product Development, and other teams to assist in bringing unresolved, escalated issues to resolution.
- Three years of experience as a Support representative.
- The ability to get along well with others and collaborate effectively as you work towards a common goal.
- An understanding of software file structure and the ability to analyze and interpret databases.
- A demonstrated ability to learn complex querying software.
- Proficiency with operating systems and devices supported for use with Renaissance software.
Bonus points for:
- Three years of experience in Renaissance Technical Support
- Programming background
*Salary Range: * $46,400 - $69,500. This range is based on national market data and may vary by location.
Benefits :
- World Class 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
- 13 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, minorities, individuals with disabilities, and protected veterans, 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 into the future. We hope you're open to learning new skills to grow with us. Make our team, your team! 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.
At Renaissance our mission is: "To accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide." Inherent in that guiding principle is dedication to serving all identities by recognizing the importance of Diversity, Equity, and Inclusion (DEI) in our organization, our work and our products. Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.
Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition (TATeam@renlearnCRM.onmicrosoft.com) .
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