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Prodigy Game Hiring for Customer Support Specialist at India Full Time
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Your Impact:
Who You Are:
Our Core Technologies:
Bonus Points For:
Please note: the privacy and security of our users is of the utmost importance to us, and all employees will be expected to act in accordance with Prodigy’s stringent security policies.
During the Covid-19 pandemic Prodigy is operating, hiring, and onboarding remotely.
Prodigy Education is a global leader in game-based learning and is one of the fastest-growing EdTech companies in North America. Our mission is to help every student in the world love learning, motivating millions worldwide via fun, secure and accessible curriculum-aligned gameplay experiences. Visit www.prodigygame.com to learn more.
The India team’s vision is to establish Prodigy as the most used and trusted supplemental mathematics product in Indian private schools. Our team members are leading Prodigy’s international expansion and are paving the way for our entry and financial sustainability in geographies which are vastly different from those of developed western markets. We envision a future where Prodigy becomes a household name in India, and students use it everyday – be it for math homework from school, as an out-of-school tutoring program, or just for the love of the game.
Your impact at Prodigy can be summed up in two words: Customer Happiness. Together, we’ll work to support students, parents and teachers in having a positive learning experience. By responding to customer inquiries as the point of contact for our users, you will play an integral role in building a trusting relationship with Prodigy. You’ll also take support to the next level, by actively noting and reporting recurring issues to the development team to be resolved.
Your Impact:
- Manage customer relationships and expectations. Take ownership of customer issues, diagnose, suggest bypass methodologies, and see problems through to resolution
- Respond to real-time customer queries via ticketing tools/ email and WhatsApp. As well as set up the Zendesk chatbot system
- Handles customer queries, raises every ticker, coordinates with the product team to resolve it, and informs them via email/whatsapp
- Responsible for the L1/L2 queries getting resolved according to SLA.
- Ensure that tickets are resolved as soon as possible. Discuss, report, and track requirements with the product team, and escalate any that may negatively impact the business or relationships
- Tickets to be included across multiple support channels contingent upon your role within the Prodigy support function to include: Email Phone Chat WhatsApp
Who You Are:
- 2-4 years experience in Customer support /Technical account management in Saas Industry.
- Flexible with changes and flexible to work on weekends and/or rotational shifts, if required.
- Experience using help desk software and remote support tools
- Clear, concise and effective written and oral communication skills.
- Empathy towards customers and understanding their needs.
- Good interpersonal skills and ability to collaborate with people.
- Ability to thrive in a fast-paced performance-driven environment.
- Experience with ticketing systems Zendesk and JIRA will be a plus.
Our Core Technologies:
- CRM: Salesforce
- Others: Gong, Zoom, Zendesk, UserVoice
Bonus Points For:
- Experience in the educational software space
- A strong passion for education
- Experience or background in teaching or education
Working at Prodigy
Our passion is our mission – to help every student in the world love learning! Together we are improving accessibility to education for students worldwide, and that’s what drives us to do our best everyday. Our culture centred around having a Growth Mindset and Extreme Ownership enables us to do great work while developing ourselves and each other in the process. As one of the fastest growing EdTech companies in North America, we have won industry accolades, including being named one of Canada’s Top Growing Companies in 2021. Prodigy employees enjoy competitive total rewards including stock options and health benefits, as well as a learning and wellness fund. We value the importance of togetherness and host frequent and fun team events to stay connected and build relationships. Our hybrid work arrangement gives employees the flexibility to choose whether they work from home or in-office based on what works best for them on any given day. We encourage employees to visit the office from time to time for company and team events.
Please note: the privacy and security of our users is of the utmost importance to us, and all employees will be expected to act in accordance with Prodigy’s stringent security policies.
Follow us @ProdigyCareers on Twitter and Instagram to learn more, or visit our Culture Blog at www.prodigygame.com.
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!