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American Heart Association RQI Partners - Customer Support Specialist (VA) in Wappingers Falls, New York


Customer Support Specialist (VA)

Wappingers Falls, NY

Company Overview

RQI Partners, LLC is a joint venture partnership between the American Heart Association and Laerdal Medical, formed by the organizations to deliver innovative solutions that accelerate their lifesaving mission. The company blends the Association’s leadership in resuscitation science and education with Laerdal’s expertise in technology and implementation to deliver impactful and innovative resuscitation quality improvement programs.

The RQI program is a self-directed, simulation-based performance and quality improvement program for healthcare organizations and professionals that offers “low-dose, high-frequency” knowledge and hands-on learning sessions that provide vital CPR quality practice in @ 20 minutes every 90 days. RQI offers a comprehensive, end-to-end quality improvement program at a lower cost.


Position Overview:

  • Provide Technical and Administrative assistance and support for RQI and HeartCode

  • Maintain customer database and program records

  • Ensure overall customer satisfaction and quality of service


  • Troubleshooting and driving solutions for issues related to RQI’s Learning Platform, Courses and CPR Hardware

  • Coordinating and implementing solutions for customers

  • Completing and documenting special projects

  • Administrative support for RQI and HeartCode

  • Delivering exemplary Customer Service


  • Answer phone calls and emails from customers including internal and external field personnel

  • Create and maintain service tickets for all customer interactions, through to closure

  • Identify emerging issues for products; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.

  • Customer Feedback reporting and escalation

  • Collaborate and discuss solutions internally and outside the department to coordinate most effective solution.

  • Software testing as required for all RQI and HeartCode products

  • Providing exemplary customer service to all internal and external customers

  • Work with outside customer service teams to ensure collaboration on escalations and solutions delivery.

  • RQI communication management and coordination with customers and RQI sales team

  • Technical support of the RQI 1 Stop platform

  • Strong computer troubleshooting

  • Proficiency with Excel and Import File configuration

  • Work efficiently in a team environment and independently

  • Provide project support to VA RQI Project Manager

  • Monitor customer feedback reporting through established processes and escalate when appropriate

  • Identify emerging VA RQI issues, collect information, confirm, escalate as needed and work with team to provide most effective solution


  • BA/BS degree preferred

  • 8+ years of experience in customer service/call center environment

  • Project Management Experience a plus

  • Healthcare Experience is a plus

  • Strong communication skills, both written and verbal

  • Ability to multi-task and switch gears easily

  • Basic troubleshooting skills for PC’s

  • Strong Microsoft Suite experience

  • Problem Solving aptitude

  • Strong data entry skills

  • Occasional travel required

EOE Minorities/Females/Protected Veterans/Persons with Disabilities

Requisition ID 2019-4895

Job Family Group Direct Sales

Job Category Fundraising/Sales

American Heart Association
Equal Opportunity Employer