Key skills
Customer Success
About this role
Role Overview
- Provide Tier 2/Tier 3 customer and administrative support for inquiries escalated from the Contact Center, using advanced system knowledge and problem-solving to resolve complex issues.
- Build a strong working knowledge of NFPA’s full portfolio of products, training programs, and certification offerings to support customers across multiple channels.
- Understand all prerequisites, eligibility requirements, and application processes to guide customers through training and certification participation.
- Develop proficiency in the operational systems used to deliver products and services (e.g., HubSpot, NetSuite, learning and certification platforms, order management tools, and standard productivity software).
- Apply product and system expertise to deliver high-quality support for offerings that require specialized handling, including training programs, certification workflows, subscription or continuity products, and designated partner or reseller accounts.
- Contribute as an active member of a collaborative Customer Success team, sharing knowledge, coordinating handoffs, and ensuring consistent service across channels and customer segments.
Requirements
- Associate degree or equivalent professional experience.
- Proficient using technology, web-based tools, and modern productivity software.
- Thrives in a collaborative, team-based environment.
- Effectively manages multiple priorities in a fast-paced setting.
Benefits
- Comprehensive benefits
- Strong total rewards package