Associate Client Experience Specialist

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary: The Associate Client Experience Specialist is an entry-level member of the Managed Services intake team and a first point of contact for clients across phone, chat, email, portal, and callback channels. Working under established procedures and with guidance from experienced team members, the Associate authenticates users, gathers and documents request details, resolves approved routine issues, schedules follow-up work, and routes requests to the appropriate support resource.

This role is designed for someone who is service-oriented, coachable, attentive to detail, and eager to build technical and operational knowledge. Success means creating a welcoming client experience, following security and service procedures, communicating clear next steps, and escalating promptly when a request falls outside documented guidance.

Level Scope

• Performs routine intake, authentication, documentation, scheduling, and routing using documented procedures
• Resolves approved first-contact requests using knowledge articles and runbooks
• Seeks guidance for unfamiliar, complex, sensitive, or high-impact situations
• Develops proficiency in ITS services, tools, support domains, and escalation paths
• Receives regular coaching and applies feedback to improve quality and consistency

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 the 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 and obtain help when broader coordination is required
• 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

Knowledge, Skills, and Abilities:

• 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

At time of hire or transfer your leader will confirm the assigned schedule. While ITS reserves the right to make changes at any point due to business need, no schedule changes will go into effect without at least 14 days-notice to the employee. This role may be assigned to a five day, 8-hour schedule or a four-day, 10-hour schedule. The four-day schedule may include a weekend day. Team members may be assigned to a primary shift from 7:00 a.m. to 5:00 p.m., a second shift from 2:00 p.m. to 12:00 a.m., or a third shift from 10:00 p.m. to 8:00 a.m. based on operational needs and ITS’s 24x7x365 support commitments. Flexibility to work the assigned schedule and shift is required.

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.
• Experience with Microsoft 365 applications, including Outlook, Word, and Excel, is helpful.
• High school diploma or equivalent required; relevant postsecondary education is preferred but not required.

ITS offers a full benefits package, including:  

• Rich Medical and prescription plans  
• Dental & Vision 
• Paid Holidays and Flexible Paid Time Off 
• 401K/401K Roth with Safe Harbor matching  
• Stock Appreciation Rights  
• Company-paid life insurance, long-term and short-term disability insurance 
• Company-paid mental health support & financial wellness services 
• FSA for medical and dependent care  
• HSA option with compatible medical plan  
• Company-paid training, materials, and exams  
• Performance-based bonuses  

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.