Customer Support Representative - (Contract)
Job Summary
Job Description
As a Customer Support Representative at Prodigy Education, you'll be the first point of contact for customers, resolving inquiries across email, phone, and live chat using Zendesk. You'll handle technical and non-technical questions about account management, memberships, product issues, and technical support. This role is crucial for ensuring seamless customer experiences and involves actively gathering feedback to improve products. You'll work towards meeting key performance indicators (KPIs) like Average Handle Time (AHT) and Customer Satisfaction (CSAT). The position requires 2+ years of experience in high-volume customer support, ideally in SaaS, telecommunications, or e-commerce, with a proven track record of meeting performance goals and managing 40+ daily customer interactions.
Must have:
- 2+ years high-volume customer support experience
- Experience managing 40+ daily customer interactions
- Strong written and verbal communication skills
- Problem-solving and solution-oriented mindset
- Proficiency with Zendesk or similar ticketing system
3 skills required
Job Details
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.
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
About You
- You bring 2+ years of experience in a high-volume customer support environment, ideally in SaaS support, telecommunications, technical support or e-commerce, where you’ve consistently met or exceeded performance goals.
- You have experience managing upwards of 40 customer interactions daily while maintaining high customer satisfaction and service quality.
- You have experience with KPIs and you understand the importance of metrics in customer support. You strive to achieve key performance targets to drive adherence to team SLAs and ensure high-quality service.
- You are a skilled communicator. Your written and verbal communication skills are clear, concise, and tailored to the customer’s needs, fostering trust and confidence.
- You are a problem solver. You enjoy tackling challenges, identifying effective solutions, and you take pride in exceeding customer expectations.
- You are adaptable and collaborative. You thrive in a team setting, are open to feedback, and are dedicated to improving processes that enhance team efficiency and customer satisfaction.
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 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?
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