Lead NRP Sales & Support Specialist

Position Overview

This role serves as a senior-level contributor responsible for delivering exceptional technical and sales support for AAP blended learning and e-learning programs. In addition to managing complex customer interactions, this role provides day-to-day operational support and guidance and serves as a key escalation point to ensure high-quality, timely resolution of customer needs.

Position Holder is Accountable For

• Manage the opportunity-to-fulfillment process for AAP and sales support blended learning and e-learning programs, including CRM execution and license fulfillment via the NRP Learning Platform.
• Process refunds and support eCommerce-related transactions.
• Act as a subject matter expert (SME) to resolve customer support inquiries related to AAP programs, platforms, and associated hardware.
• Create, manage, and resolve service tickets with clear documentation of issue, root cause, and resolution.
• Provide clear, accurate, and timely communication to customers and internal stakeholders to ensure full resolution and understanding.
• Collaborate cross-functionally with L2/L3 support and internal partners to resolve issues and deliver a seamless customer experience.
• Serve as a primary escalation point for complex or high-impact customer order/sales issues, partnering with the manager as needed to ensure resolution.
• Act as a subject matter expert across processes, tools, and programs, reinforcing consistent and high-quality execution across the team.
• Assist in NRP Quote queue management, including prioritization support, workload balancing, and ensuring adherence to service expectations.
• Participate in and support continuous improvement initiatives, including process optimization, documentation updates, and workflow enhancements.
• Contribute to special projects aligned to team or organizational priorities.

Required Skills and Competencies

• Associate degree in a related field. A combination of experience and education will be considered in lieu of a degree for otherwise highly qualified candidates.
• Minimum 3 years of experience in customer service or technical support, with strong troubleshooting experience.
• Minimum 1 year experience working with CRM systems (Salesforce preferred).
• Proficiency in order management and fulfillment processes, including license provisioning, subscription management, and coordination with eLearning platforms (e.g., LMS).
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and systems simultaneously in a fast-paced environment.
• Foundational technical troubleshooting knowledge (PC and platform-based).

RQI Partners Benefits

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance
• Paid Family Leave
• Department
  • NRP Customer Support
  • Role
    • Lead Sales & Support Specialist