Customer Support Representative

  • Full-time

Company Description

Renaissance® is a leading provider of assessment technology to primary and secondary schools. Renaissance products promote success amongst students of all ages and abilities through personalised assessment and practice in reading and maths.

Our software helps to enhance literacy and numeracy skills, support differentiated instruction, and personalise learning to optimise student development. Immediate feedback and detailed reporting equip teachers with the information needed to monitor progress and measure growth. In the UK and Ireland, almost 6,000 schools and more than 1.4 million students use Renaissance products. Worldwide, we support over 18 million students, operating in 96 countries.

We are looking for a Customer Support Representative to support our lively team. This role will work within a small department and focus on servicing and supporting our customers by answering queries and solving technical issues.

Job Description


To provide customers with guidance, assistance, and exceptional service and support at all times across a number of different methods. To work cross functionally with other teams to escalate and resolve issues where needed.


  • Respond to customer inquiries by telephone, chat, and email.
  • Manage and coordinate customer upgrade workflows through platform migration
  • Provide product walk throughs, resolve routine problems and communicate solutions or requested customer information. Follow up as necessary.
  • Comprehensive knowledge of all product and service offerings.
  • Analyse customer needs and refer to other service or technical departments as needed.
  • Understanding of department systems and processes.



  • Ability to deliver product walk-throughs with clarity and professionalism as required
  • Create and maintain comprehensive project documentation using CRM.
  • Maintain extensive rostering knowledge across all products and service offerings, including SIS systems, along with strong technical aptitude
  • Ensure adherence to GDPR standards and to company Data Protection standards at all times
  • Exhibit a high level of diplomacy, tact, and service to facilitate cooperation and good will to delight internal and external customers
  • Take ownership of any customer complaints and take necessary steps to prevent reoccurrence
  • Promote teamwork and foster an exemplary work environment

Additional Information

We offer a wide range of benefits including:

  • 25 days’ annual leave per year
  • Extra day off for your birthday
  • Company pension scheme 
  • Life assurance up to 4 times of your basic salary
  • Income protection scheme
  • Employee assistance program provided by Simply Health
  • Health cash plan provided by Simply Health
  • Up to 2 paid volunteer days per year

In addition to these formal benefits, we also have social events throughout the year. These include our summer party and Christmas drinks.

At Renaissance our mission is: ‘To accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide’.

Many of us choose to work at Renaissance because we are driven by this mission. Inherent in a mission that strives to serve ‘all children and adults’ who represent ‘all ability levels…and backgrounds’ is the need to recognise the importance of Diversity, Equity and Inclusion (DEI) in our culture, in our work, and in our products.

All your information will be kept confidential according to EEO guidelines. Please note that we can only consider applicants who already hold a full UK work permit.

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