Client Experience Specialist
About The Position
Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us! As the Client Experience Specialist, you will be the face of every client’s experience with Ntiva’s service delivery team. You are not just answering calls and tickets; you are the trusted coordinator who makes sure every client feels heard, informed, and taken care of from the first call through final resolution.
Requirements
- At least 1-2 years of professional experience in customer service, dispatch, coordination, or a call center environment
- Strong verbal and written communication skills, with the ability to explain next steps in clear, non-technical language
- Ability to multitask across phone, email, and ticketing systems while maintaining accuracy
- A calm, professional demeanor, especially with frustrated or escalated client
- Comfort balancing urgency, empathy, and competing priorities in a fast-paced environment
- This role involves extended periods of sitting and regular use of computers, phone systems, and office equipment
- Ability to communicate professionally, in English, both written and overall
- Ability to write clear, professional client correspondence
- Ability to effectively present information and respond to questions from clients and internal teams
Nice To Haves
- Prior experience in a Managed Service Provider (MSP) or IT services environment
- Familiarity with ConnectWise Manage or a comparable PSA/ticketing platform
- Working knowledge of MSP terminology, including SLA, dispatch, and tiered technical support structure
- Associate’s Degree or relevant certification
Responsibilities
- Answer incoming client calls and manage email support tickets professionally and promptly
- Listen actively to understand each client’s needs, urgency, and business impact
- Create, categorize, and prioritize tickets so they are accurate, searchable, and ready for the right technician
- Monitor triage boards, dispatch queues, and phone activity, assigning tickets based on urgency, skill fit, and technician availability
- Research existing tickets and provide clients with clear, accurate, non-technical status updates
- Recognize signs of client dissatisfaction or retention risk and escalate immediately to your Service Delivery Manager
- Coordinate communication between clients, technicians, and leadership to keep everyone aligned
- Maintain accurate documentation of every client interaction and ticket update
Benefits
- Medical, Dental and Vision coverage for employee and family
- 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
- Group Term Life and Accidental Death and Dismemberment coverage (company provided)
- Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
- Health Savings Account (HSA) Options / PPO Options
- Employee Assistance Program
- Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
- Education Reimbursement Program
- Generous Employee Referral Program - cash bonus for successful referrals!
- Dynamic Recognition and Rewards
- Clear Promotion and Advancement Tracks
- Work with Industry-Leading Talent
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
