Last Updated on August 27, 2026 by Justin Bryant
Renaissance Learning is hiring a remote Support Agent I to help customers use its education technology products and resolve common technical problems.
The U.S. remote job pays $34,900 to $40,200 per year and includes medical coverage, a 401(k) match, paid time off, 12 paid holidays, parental leave, and tuition reimbursement for eligible employees.
The listing does not state a college degree requirement or a minimum number of years of experience. However, the application asks how much professional support experience candidates have in technology, software, SaaS, or a similar technical environment. Applicants also need basic familiarity with SQL or Power BI, strong customer service skills, and the ability to troubleshoot routine software problems.
This is a phone-heavy support job, not a non-phone opening. The application says phone is the primary channel and email is secondary. Candidates should be comfortable working in a high-volume support environment.
Renaissance ideally wants someone in the Mountain or Pacific time zone who can consistently work 8 a.m.-5 p.m. Pacific / 9 a.m.-6 p.m. Mountain, described in the application as 10 a.m.-7 p.m. Central when scheduled. The official application was active when checked on August 27, 2026. Greenhouse job ID: 5253983008.
What Is Renaissance Learning?
Renaissance is an education technology company serving pre-K-12 schools. Its products help educators assess student performance, understand learning needs, and plan instruction.
The company says its solutions are used in more than one-third of U.S. schools and in over 100 countries. Products referenced in the application include FastBridge, DnA, and Accelerated Reader.
The Support Agent I is a first-line customer support position. The employee helps users navigate Renaissance products, fix routine access and browser problems, document each interaction, and escalate more complicated issues to senior support staff.
Pay and Benefits
Renaissance lists a national salary range of $34,900-$40,200 per year. The final offer may vary based on experience and location.
Benefits for eligible U.S. employees include:
- Medical, prescription, dental, vision, and telehealth coverage
- Health savings and flexible spending accounts
- 401(k) and Roth 401(k) with company match
- Paid vacation and sick time
- 12 paid holidays
- Parental leave totaling 20 weeks, including 14 paid weeks
- Tuition reimbursement
- Life and disability insurance
- Employee assistance and well-being programs
Renaissance notes that benefits depend on eligibility and that contractors or other non-employee workers do not receive the employee package. This listing appears to describe an employee role, but applicants should confirm employment status and benefit start dates.
Job Highlight: Support Agent I
The Support Agent I handles customer questions through phone, chat, and email. The application adds an important detail: phone support is the primary channel and makes up a significant part of the day.
Typical issues include login problems, browser compatibility, basic connectivity, product navigation, account configuration, and routine product questions. The agent follows established procedures, searches the company's knowledge base, and gives customers clear instructions.
Documentation is also central. Every interaction, troubleshooting step, and resolution must be recorded accurately in the ticketing system. More complex technical problems are routed to senior staff with enough context to continue the investigation.
Performance is measured through response time, resolution time, customer satisfaction, and quality assurance standards. This makes the role a better fit for applicants who are comfortable with structured workflows and measurable support goals.
Key Responsibilities
- Provide customer support by phone, chat, and email.
- Troubleshoot login, browser, connectivity, and product-use problems.
- Conduct product walk-throughs and answer routine questions.
- Research accurate answers in documentation and knowledge bases.
- Learn the core features and connections among Renaissance products.
- Check customer accounts and configurations for likely causes.
- Document each interaction and troubleshooting step.
- Follow case-management and routing procedures.
- Escalate complex issues with clear written documentation.
- Work toward response-time, resolution, satisfaction, and quality goals.
- Route specialized requests to the correct department.
- Contribute to support-team projects and process improvements.
Qualifications
The official description asks for:
- Strong customer service skills across phone, email, and chat
- Clear written and verbal communication
- Ability to explain technical information in plain language
- Reliability and a quality-focused approach
- Ability to learn products, systems, and integrations quickly
- Collaborative attitude and customer-focused problem solving
- Basic familiarity with SQL or Power BI for reporting and analysis
Bonus qualifications include Microsoft Suite proficiency, education or education technology experience, Salesforce, JIRA, SaaS support experience, and work in a call center or high-volume support environment.
The listing does not state a degree or minimum number of years. That supports a beginner-friendly classification for applicants who already have demonstrable customer service and basic technical troubleshooting ability. It does not support a promise that no experience is needed.
Resume Keywords
Use these terms when they truthfully match your experience:
- Customer support
- Phone support
- Email support
- Chat support
- Technical troubleshooting
- SaaS support
- Login troubleshooting
- Browser compatibility
- Connectivity troubleshooting
- Product walk-throughs
- Knowledge base research
- Ticket documentation
- Case management
- Customer satisfaction
- Quality assurance
- Salesforce
- JIRA
- SQL
- Power BI
- Education technology
- FastBridge
- DnA
- Accelerated Reader
If possible, include the number of interactions handled, customer-satisfaction scores, response or resolution times, quality scores, technical issues solved, and support systems used.
Location and Schedule
Renaissance labels the opening Remote – US and says applicants must be authorized to work for any employer in the United States. Visa sponsorship is not available.
The company ideally wants candidates in Mountain or Pacific time zones. The application asks whether candidates can consistently work 8 a.m.-5 p.m. Pacific / 9 a.m.-6 p.m. Mountain, which it describes as the later 10 a.m.-7 p.m. Central shift when scheduled.
The official materials do not list weekend requirements, overtime, travel, training dates, provided equipment, internet-speed standards, or a home-office stipend. Applicants should ask about those details during the interview process.
Closing Notes
This opening is worth checking for applicants with customer service experience, basic software troubleshooting ability, and availability for a later Western U.S. schedule. The lack of a stated degree or minimum years makes it more accessible than many technical support jobs.
The biggest advantages are transparent pay, employee benefits, a recognizable education technology company, and a clear first-line support scope. The biggest catches are the significant phone volume, performance metrics, Western time-zone preference, and the expectation that candidates already understand basic technical support concepts.
Do not apply expecting a non-phone job. Renaissance explicitly says phone is the primary support channel, with email used secondarily.
Greenhouse job ID: 5253983008. Last checked: August 27, 2026.
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