<h3>To Help Save More Lives</h3><p>RQI Partners is a mission-driven partnership between the American Heart Association and Laerdal Medical, transforming how resuscitation training is delivered so more people receive lifesaving care.</p><p>We work across the healthcare landscape to ensure clinicians and lay responders are confident and competent — every patient, every time.</p><p>Founded in 2018, we’re growing fast and looking for people passionate about making an impact. Learn more about the role below!</p><p><strong>This position will be posted for a minimum of five (5) calendar days. Following the minimum posting period, the position may close once a qualified applicant pool has been established.</strong></p><hr><h3>Position Overview:</h3><p>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.</p><h3>Position Holder is Accountable For:</h3><ul><li><p>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.</p></li><li><p>Process refunds and support eCommerce-related transactions.</p></li><li><p>Act as a subject matter expert (SME) to resolve customer support inquiries related to AAP programs, platforms, and associated hardware.</p></li><li><p>Perform technical troubleshooting across platforms, delivery systems, and end-user environments.</p></li><li><p>Create, manage, and resolve service tickets with clear documentation of issue, root cause, and resolution.</p></li><li><p>Provide clear, accurate, and timely communication to customers and internal stakeholders to ensure full resolution and understanding.</p></li><li><p>Collaborate cross-functionally with L2/L3 support and internal partners to resolve issues and deliver a seamless customer experience.</p></li><li><p>Serve as a primary escalation point for complex or high-impact customer order/sales issues, partnering with the manager as needed to ensure resolution.</p></li><li><p>Act as a subject matter expert across processes, tools, and programs, reinforcing consistent and high-quality execution across the team.</p></li><li><p>Assist in NRP Quote queue management, including prioritization support, workload balancing, and ensuring adherence to service expectations.</p></li><li><p>Participate in and support continuous improvement initiatives, including process optimization, documentation updates, and workflow enhancements.</p></li><li><p>Contribute to special projects aligned to team or organizational priorities.</p></li></ul><h3>Required Skills and Competencies:</h3><ul><li><p>Associate degree in a related field. A combination of experience