Product Support Specialist - Fire Protection

Fast. Accurate. Mission-Critical.

We’re QRFS—a fast-growing eCommerce company that helps keep people safe and buildings code-compliant. We don’t sell fun stuff. We sell fire protection parts that building managers, contractors, and safety officers need now—because something broke, the fire marshal is on the way, or a facility just failed inspection. When the stakes are high, the right support isn’t a nice-to-have. It’s everything.

That’s where you come in.

This isn’t customer service. This is technical, code-informed, high-urgency problem solving. If you’re someone who loves figuring things out fast, thrives in high-pressure situations, and gets satisfaction from knowing you just saved someone’s day (or deadline), we want to talk.
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.

You’ll Excel Here If You…

• 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.

What Success Looks Like

• 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

The Nuts & Bolts

• 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

This Role Isn’t for Everyone If you want to coast, follow a script, or wait for someone to tell you what to do—this won’t be a fit. If you want to build expertise, work with urgency, and own your outcomes—we’d love to meet you.

Ready to Apply? Hit “Apply” and show us what you’ve got. If you’ve supported technical products before—even better. Let’s help people stay safe. Let’s get buildings back online. Let’s get to work.
 

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