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Customer Support Representative - (Contract)

Ontario, Canada (Hybrid)

Customer Support Representative - (Contract)

1 Month ago • All levels • Education

About the job

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Job Description

As a Customer Support Representative at Prodigy Education, you will be the first point of contact for customers, resolving technical and non-technical inquiries via email, phone, and live chat (using Zendesk). You'll need up-to-date knowledge of Prodigy products and platforms. Your role involves actively gathering customer feedback to improve products and contributing to team performance goals (AHT, CSAT, Quality Scores, FCR, Response Time, and other KPIs). You'll ensure timely resolutions, escalating complex issues as needed. This is an 18-month contract position.

Must have:

Resolve customer inquiries across multiple channels
Strong product knowledge and communication skills
Contribute to team performance goals and metrics
Escalate complex issues to senior team members

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Prodigy Education, a global leader in game-based learning, is on a mission to make every student in the world love learning. We believe learning should be as fun as playing a video game. This is central to our educational philosophy, because when you love what you do, you do it better. Visit www.prodigygame.com to learn more.

With Prodigy, kids practice standards-aligned skills in Math and English as they play our fun, adaptive learning games. All with teacher and parent tools to support their learning in class and at home.

As a Customer Support Representative, you’ll play a key role in supporting Prodigy’s mission to make every student love learning. Acting as the frontline voice of Prodigy, you’ll work directly with customers across ticket, phone, and chat channels to resolve inquiries related to account management, memberships, product issues, and technical support. This role is essential to Prodigy’s success, ensuring our customers have seamless, supportive experiences that deepen their connection to our products and allow them to focus on helping students grow.

Note: This is an 18 month contract opportunity.

How to Apply

Show us your personality and provide in-depth answers to our application questions.
Demonstrate your attention to detail and provide a cover letter indicating why you are interested in pursuing this role, addressed to “Orange Ed”

Your Impact

Be the first point of contact for Prodigy customers, delivering fast and accurate solutions to both technical and non-technical inquiries across email, phone, and live chat channels using Zendesk.
Build and leverage up-to-date knowledge about Prodigy products, platforms and communications, including new releases and updates, to effectively support our customers.
Support continuous product improvement by listening actively to customer feedback and sharing relevant insights and patterns across the team.
Achieve and contribute to team performance goals across core metrics, including Average Handle Time (AHT), Customer Satisfaction (CSAT), Quality Scores, First Contact Resolution (FCR), Response Time, and other KPIs
Ensure timely and accurate resolutions for all customers by following internal processes to escalate complex or critical inquiries to senior team members when necessary

Prodigy Math is used by almost one million teachers a year, and was named the most popular supplemental education platform in classrooms in the United States! Our products have also won numerous consumer awards, including the Mom’s Choice Award, Parent and Teacher Choice Awards, and National Parenting Product Award.

Come as you are. We believe the power of our collective potential will transform education. We are building towards a diverse, inclusive, and equitable workplace to empower and create access and opportunity for all. We welcome applications from people from all underrepresented groups, including (but not limited to) people of any gender, age, or religion, members of the LGBTQIA2+ community, BIPOC and other underrepresented races and nationalities, people with disabilities, veterans, and anyone who may contribute to the further diversification of Prodigy Education. If you feel like you don’t have all the qualifications for this position and are willing to use your initiative to learn the rest, we’d still love for you to apply!

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Prodigy Education will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify us at jobs@prodigygame.com, and we will work with you to meet your needs.

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About The Company

Prodigy Education

18 Active Jobs

Prodigy Education is a global leader in game-based learning. Our mission is to help every student in the world love learning, motivating millions worldwide via fun, secure and accessible curriculum-aligned gameplay experiences. At Prodigy Education, we believe maximizing student motivation helps develop a lifetime love of learning. Prodigy’s approach to fun, game-based learning means kids no longer have to choose between homework and playtime.

You’ll be working on products used and loved by millions of students, teachers and parents worldwide. It’s why so many of our team members are proud to be Prodigy.

Not only are our games fun and engaging, they’re also designed to support positive educational outcomes. Helping kids have fun while they learn — what could be more rewarding than that?