Product Support Specialist - Fire Protection
What You’ll Actually Do
- Be the point of contact : Answer calls, emails, and chats from customers who need the right part, yesterday.
- Quote with speed and precision : Create and follow up on quotes—sometimes within minutes—because time matters.
- Spot and solve post-sale issues : Package lost? Wrong part? You’ll fix it fast, and fix it right.
- Work across systems and teams : Juggle product data, orders, tickets, and vendor info—without dropping the ball.
- Keep getting smarter : Learn our 6,000+ SKUs, notice patterns, and level up your product knowledge every week.
- Can explain complex things clearly—especially under pressure.
- See a product photo and know what they really meant to ask for.
- Love helping people but aren’t afraid to own the sale , not just talk about it.
- Prefer autonomy but know when to ask the right questions.
- Move fast, stay organized, and take pride in getting it right the first time.
- Think fixing a broken process is just as satisfying as solving a support ticket.
- 4.9+ customer satisfaction rating
- 90%+ of quotes delivered within 24 hours
- 45%+ quote conversion rate
- <2% of tickets escalated to leadership
- 1+ workflow/process improvement per month
- Competitive salary
- Medical, dental, and vision insurance
- 401K with company match
- Generous PTO (14 days + 6 holidays + Black Friday)
- Richmond-based team with an office dog named Plato
- Team events like cook-offs, escape rooms, and baseball games
- Growth opportunities in operations, product, or purchasing—you’ll see the whole business
- We promote from within —your ideas and ambition are welcome here
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