Fire Protection Publications is a mission-driven, values-based organization dedicated to the production of high-quality educational content for the international community of firefighters and first responders.
The computer specialist position supervises the customer support team within the eProducts department. The customer support team strives to deliver an exceptional experience to all FPP/IFSTA internal and external customers and vendors.
A successful support supervisor will deliver comprehensive, high quality support for various IFSTA/FPP products and services by telephone, email, and other online services. They will ensure all front end policies and procedures are followed. On this fast paced team, the supervisor will train, observe, and coach the customer support team. The specialist must have a passion for solving problems, leveraging technology, and helping others. This position will provide the customer and the organization seamless support from the point of order entry to order fullfillment by analyzing the order and evaluating how to best provide support for any request related to IFSTA/FPP products.
The specialist must:
-manage the successful day to day operations of the customer support specialists
-model solution focused customer support
-maintain positive, professional relationships with team members, customers, distributors, and vendors
-create and implement procedures for ticket tracking, documentation, etc.
-Use technology to develop, distribute, and present technical and training information to groups of people in person and virtually.
-liaise with other departments on projects and company initiatives as needed
-assist in the pre-production testing of products and application upgrades and be responsible for assisting the department in the deployment of production ready products
-process orders and invoice requests
For additional information on this position, please see our job listings at: https://www.ifsta.org/about-us/careers/