• Provide Tier 2/Tier 3 customer and administrative support for inquiries escalated from the Contact Center, using advanced system knowledge and problem-solving to resolve complex issues. • Build a strong working knowledge of NFPA’s full portfolio of products, training programs, and certification offerings to support customers across multiple channels. • Understand all prerequisites, eligibility requirements, and application processes to guide customers through training and certification participation. • Develop proficiency in the operational systems used to deliver products and services (e.g., HubSpot, NetSuite, learning and certification platforms, order management tools, and standard productivity software). • Apply product and system expertise to deliver high-quality support for offerings that require specialized handling, including training programs, certification workflows, subscription or continuity products, and designated partner or reseller accounts. • Contribute as an active member of a collaborative Customer Success team, sharing knowledge, coordinating handoffs, and ensuring consistent service across channels and customer segments.