Prodigi Group

Customer Support

• Respond to tickets from merchants, providing excellent support about our platform, products and services.
• Resolve first-line technical issues including shipping method changes and database updates.
• Investigate issues systematically by checking logs, understanding error messages, and identifying whether problems are merchant-related or system bugs.
• Escalate complex issues to the appropriate engineer with full context, order IDs, error logs, and assessment of urgency.
• Create and maintain comprehensive technical documentation for common issues and resolutions.
• Maintain training materials for our AI-powered chatbot.
• Build internal Zendesk guides enabling agent self-service before escalation.
• Develop escalation playbooks covering standard troubleshooting approaches.
• Run training sessions when new features launch or common issues emerge.
• Improve onboarding materials and processes in collaboration with Head of Customer Services.
• Support agents working across Prodigi and our associated brands.

Senior Customer Services Specialist