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The future of automotive retail.

Product Support Specialist

$45k – $60k • 0.0% – 0.1%
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About Us:

Prodigy is a high growth startup backed by top tier VC's building the future of car buying. We're a fun-loving, hard working group of dreamers and creators building industry-leading software in a $1.1trillion industry.

In addition to having real product demand, we've raised three rounds of funding with top investors in the valley including SV Angel, 8VC, Battery Ventures, CrunchFund as well as numerous automotive industry strategics.

This is the perfect chance to get in early at a fast paced startup with the chance to make a big impact. If changing one of the world’s largest industries excites you, we'd love to chat.

About You:

The Product Support Specialist (PSS) is responsible for receiving inbound phone calls, emails and cases. This individual will provide training and technical support to customers of the Prodigy digital retail platform. This individual will work closely with cross functional teams to resolve concerns and manage cases to resolution.

Essential Functions:

- Document all customer interactions and resolutions in the existing case management systems
- Work with customer on the support phone-line to provide information and one-call resolution to customer request
- Serve as customer advocate to ensure that cases are resolved quickly and efficiently
- Prioritize daily tasks and complete the tasks in an accurate and effective manner.
- Alert and advise customers of critical issues and systems updates
- Collaboration with internal teams in identifying product defects, designing solutions, and testing.
- Actively contribute to our technical knowledge base and other technical documentation.
- Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy customers’ needs
- Ensure customer configuration aligns with recommended best practices.
- Perform other tasks as directed by the Manager of Customer Support.

Required Skills:

- 2 years experience in technical support of SaaS platform
- Excellent verbal and written communication skills
- Proven aptitude in managing multiple tasks and a fast-paced, dynamic environment while meeting critical SLA’s and deadlines
- A keen analytical mind and advanced problem-solving skills coupled with a commitment to extraordinary customer experience
- Displays strong team work and interpersonal skills

Education:

- Associates Degree or equivalent work experience preferred

Experience:

- 2 years experience in technical support of SaaS platform

Preferred Skills:

- Familiarity with the auto industry is a plus
- Familiarity with Zendesk is a plus
- Working knowledge of a CRM, HTML, CSS is a plus

Perks:

Competitive salary and meaningful equity options
Top-notch health, dental, vision benefits
Flexible vacation and leave policy
Catered lunches and unlimited snacks/beverages
Regular team events, happy hours and off-sites
Prime location in downtown SF

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