Lead NRP Sales & Support Specialist
New
Based in the United StatesFull-TimeLead
Salary$63,000–$68,000
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Job Details
- Experience
- At least 3 years of experience in customer service, technical support, or a related operational role.
- Required Skills
- SalesforceCustomer serviceTroubleshootingTechnical supportCRM
Requirements
- Associate degree in a related field, or equivalent combination of education and relevant professional experience.
- At least 3 years of experience in customer service, technical support, or a related operational role.
- Strong troubleshooting skills and experience resolving platform, software, or user environment issues.
- At least 1 year of experience working with CRM systems, preferably Salesforce.
- Experience with order management, fulfillment processes, subscription management, and digital learning platforms.
- Strong written and verbal communication skills with the ability to explain complex issues clearly.
- Ability to manage multiple systems, tasks, and priorities in a fast-moving environment.
- Foundational technical knowledge of computers, software platforms, and digital tools.
- Strong attention to detail, ownership mindset, and commitment to delivering high-quality customer experiences.
- Ability to collaborate effectively with cross-functional teams and external stakeholders.
Responsibilities
- Manage the opportunity-to-fulfillment lifecycle for blended learning and e-learning programs, including CRM execution and digital license fulfillment.
- Process customer transactions, refunds, and eCommerce-related requests accurately and efficiently.
- Serve as a subject matter expert for customer inquiries related to programs, platforms, and supporting technologies.
- Troubleshoot technical issues across platforms, delivery systems, and user environments.
- Create, track, document, and resolve service tickets with clear root-cause analysis and resolution details.
- Provide timely and professional communication to customers and internal stakeholders throughout issue resolution.
- Collaborate with advanced support teams and internal partners to resolve complex customer challenges.
- Act as a primary escalation point for high-impact customer, order, and sales support issues.
- Support quote queue management by helping prioritize requests, balance workloads, and maintain service standards.
- Drive continuous improvement by identifying workflow enhancements, updating documentation, and optimizing processes.
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