Customer Support Agent at Renaissance Learning

Renaissance is seeking a Customer Support Agent to join their team in Swindon, UK. The successful candidate will be responsible for providing exceptional service and support to customers by answering queries and resolving technical issues via telephone, chat, and email. This role requires working cross-functionally with other teams to escalate and resolve issues, providing product walk-throughs, and analyzing customer needs.

Responsibilities:

• Respond to customer inquiries by telephone, chat, and email.
• Provide customers with guidance, assistance, and exceptional service and support.
• Work cross-functionally with other teams to escalate and resolve issues.
• Provide product walk throughs, resolve routine problems and communicate solutions.
• Analyze customer needs and refer to other service or technical departments as needed.

Requirements:

• Experience in an office environment dealing with complex customer queries.
• Understanding of CRM systems, preferably Salesforce.
• Excellent customer service skills via phone, email, and chat.
• Competency in Microsoft packages including Teams, Outlook, Word, and Excel.
• Ability to communicate clearly at all levels.
• Strong engagement with colleagues.
• Effective time management and prioritization skills.

What Renaissance Offers:

• Competitive basic salary of £24,570 per annum.
• Company pension scheme with 8% employer contribution.
• Life and income protection insurance.
• 22 days of annual leave plus 3 days for Christmas shutdown and a birthday day off.
• Extensive training opportunities for career progression.
• Discounts on shopping, experiences, and retailers.
• Employee assistance program and mental health support.
• Access to BUPA PMI and cash plan schemes.
• Season ticket loan and cycle to work scheme.