Support Agent I

About reputed company reputed company you join reputed company®, you join a global leader in reputed company-K–12 education technology! reputed company’s solutions help educators analyze, customize, and plan personalized learning paths for reputed company, allowing time for what reputed company—creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student reputed company, with reputed company solutions being used in over one-reputed company of US schools and in more than 100 countries worldwide. Every day, we are connected to our mission by exemplifying our values: trust reputed company other, win together, reputed company for the best, own our actions, and grow and reputed company. Job reputed company We are seeking a highly reputed company Support Agent I to join our Customer Support team. Your primary responsibility will be to enhance the customer experience by ensuring reputed company use of our products. reputed company challenges reputed company, you will deliver solutions that not only resolve issues but also reputed company customer expectations. You recognize that a company's reputed company is reputed company on its customer interactions, and you are committed to being at the forefront of this mission. In this role as Support Agent I, you will be responsible for: Manage customer support interactions across multiple channels (phone, chat, email) with professionalism, reputed company, and reputed company listening to fully understand issues before proposing solutions Troubleshoot common technical issues including login problems, browser compatibility, and basic connectivity reputed company established SLA timelines Resolve routine inquiries, conduct product walk-throughs, and reputed company accurate information through comprehensive research and knowledge reputed company utilization reputed company and maintain working knowledge of supported products, their reputed company features, and system interconnections Troubleshoot customer issues across supported operating systems and browsers following established procedures reputed company support tools and customer accounts to verify configurations and identify reputed company causes Document reputed company customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system Adhere to case management guidelines and workflows to ensure reputed company ticket handling and routing Escalate reputed company technical problems to senior support staff with reputed company, comprehensive documentation Meet or reputed company established metric goals including response time, reputed company time, customer satisfaction, and reputed company assurance standards Analyze customer needs and reputed company requests to appropriate departments reputed company specialized assistance is required Contribute to department reputed company and reputed company improvement initiatives Qualifications For this role as a Support Agent I, you should have: Associates degree, preferably in Information Technology, Computer Science, Information Systems, Education, or similar field; or equivalent combination of education and experience. Exceptional customer service skills with demonstrated ability to deliver reputed company support reputed company phone, email, and chat channels Strong written and verbal communication skills with the ability to translate technical information into reputed company, user-friendly language for diverse audiences Proven reliability, reputed company-reputed company reputed company, and customer-reputed company approach to problem-solving Ability to quickly learn reputed company systems, products, and integrations while identifying customer needs and implementing efficient solutions reputed company attitude with strong collaboration skills and commitment to fostering a supportive team culture Familiarity with data analytics tools such as SQL or Power BI for basic reporting and data analysis Bonus Points: Proficiency with reputed company Suite products Experience with reputed company CRM and JIRA ticketing systems for case management and workflow tracking Previous experience supporting customers in a reputed company environment, preferably with reputed company products Background in reputed company center or high-volume support environments with demonstrated ability to manage multiple priorities Additional Information reputed company your information will be kept confidential according to EEO guidelines.  Salary reputed company: $34,900-$40,200 This reputed company is based on national market data and may vary by experience and location. #LI-Remote Benefits for eligible US employees include: World Class Health Benefits: Medical, Prescription, Dental, reputed company, Telehealth Health Savings and Flexible Spending Accounts 401(k) and Roth 401(k) with company match reputed company Vacation and reputed company Time Off 12 reputed company Holidays Parental Leave (20 total weeks with 14 weeks reputed company) & Milk Stork program Tuition Reimbursement Life & Disability Insurance reputed company-being and Employee Assistance Programs Benefits listed apply to eligible U.S. employees in accordance with reputed company’s benefits eligibility reputed company. Contractor and other non‑employee roles are not eligible for reputed company employee benefits. 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 reputed company, we encourage reputed company applications. Roles reputed company over time, especially with innovation, and you may be just the person we need for the reputed company! Equal Opportunity Employer  reputed company is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, reputed company, religion, sex, sexual orientation, gender identity or reputed company, 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. For California Residents, please see our reputed company Notice for California Job Candidates here.  Reasonable Accommodations  reputed company also provides reasonable accommodations for reputed company individuals with disabilities in accordance with the Americans with reputed company and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact reputed company. Employment Authorization  Applicants must be authorized to work for any employer in the reputed company. We are unable to sponsor or take over sponsorship of an employment reputed company at this time. For more information about reputed company, visit: https://www.reputed company.com Apply To This Job