Associate Client Experience Specialist

About ITS

IT Solutions is a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. They are a nationally recognized leader in the IT space with over 25 years of experience.

Job Summary

The Associate Client Experience Specialist is an entry-level member of the Managed Services intake team and the first point of contact for clients. This role is designed for someone who is service-oriented, coachable, attentive to detail, and eager to build technical and operational knowledge.

Key Responsibilities

• Client Intake and Experience
• Participate in a structured rotation supporting phone, chat, email, portal, and callback channels.
• Welcome clients professionally, establish ownership of each request, and communicate clear next steps.
• Gather client’s technical and business context, including service type, eligibility, urgency, business impact, and desired outcome.
• Provide timely updates within the Associate’s assigned scope.
• Use empathy, active listening, and approved de-escalation practices.
• Engage a senior colleague for difficult, sensitive, or high-pressure interactions.
• Authentication, Documentation, and Qualification
• Authenticate users and validate authorized contacts using approved security procedures.
• Classify incidents, service requests, changes, scheduled work, project activities, and vendor-related issues.
• Document all required ticket information before assignment, including impact, urgency, troubleshooting completed, and client expectations.
• Determine the appropriate support domain or queue using documented routing standards.
• Escalate suspected security events, critical incidents, and requests outside documented guidance without delay.
• First-Contact Resolution
• Resolve approved procedural requests and documented recovery activities that can be completed safely within established guidelines.
• Assist with common requests such as password resets, account unlocks, access validation, and MFA support when authorized.
• Use knowledge articles, automation tools, runbooks, and standard operating procedures.
• Document the steps taken and the outcome of each resolution attempt.
• Stop and escalate when identity, authorization, risk, or resolution steps are unclear.
• Scheduling, Queue, and Routing Support
• Schedule diagnostic sessions, remote-support appointments, callbacks, and follow-up engagements.
• Assist with coordinating clients and technical resources according to documented skill, urgency, impact, and service requirements.
• Monitor assigned intake queues and identify aging, unassigned, or at-risk requests.
• Communicate scheduling changes and appointment updates to clients and delivery teams.
• Maintain ownership until a request is resolved or accepted by the next responsible resource.

Measures of Success

Performance is evaluated against established team targets and role expectations, including:

• Authentication and security-procedure compliance.
• Ticket completeness, documentation quality, and routing accuracy.
• First-contact resolution within the approved Associate scope.
• Timely acknowledgment, updates, scheduling, and escalation.
• Client satisfaction and quality-review results.
• Schedule adherence, reliability, and completion of assigned training.

Requirements & Tech Stack

• Communication Channels: Phone, chat, email, portal, callback.
• Documentation Tools: Ticketing systems.
• Knowledge Resources: Knowledge articles, runbooks, standard operating procedures.
• Tools: Automation tools.
• Software: Microsoft 365 applications, including Outlook, Word, and Excel (helpful).

Qualifications

• Experience:
• Up to one year of experience in customer service, hospitality, dispatch, call-center operations, help desk, service coordination, or a related environment.
• Relevant coursework or internships may substitute for work experience.
• Experience communicating through phone, email, chat, or ticketing systems is helpful.
• Education:
• High school diploma or equivalent required.
• Relevant postsecondary education is preferred but not required.
• Skills:
• Developing client-service and relationship-building skills.
• Clear verbal and written communication with technical and non-technical audiences.
• Empathy, patience, professionalism, and composure under pressure.
• Strong attention to detail and ability to follow security and operating procedures.
• Scheduling Requirements:
• Flexibility to work assigned schedules and shifts, which may include four-day, 10-hour shifts or five-day, 8-hour shifts.
• All schedules include at least one weekend day.
• Potential shifts include 7:00 a.m. to 5:00 p.m., 2:00 p.m. to 12:00 a.m., or 10:00 p.m. to 8:00 a.m., based on operational needs and ITS’s 24x7x365 support commitments.