Client Experience Specialist

About the role

Ntiva is a Managed Services Provider that values growth, innovation, and teamwork. We are a community of passionate professionals who help clients and their businesses thrive. This role is remote but requires occasional travel to Colorado Springs-Denver.

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
• Maintain accurate documentation of every client interaction and ticket update
• 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
• Cook up communication between clients, technicians, and leadership to keep everyone aligned

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
• Able to multitask across phone, email, and ticketing systems while maintaining accuracy
• A calm, professional demeanor, especially with frustrated or escalated clients
• Comfort balancing urgency, empathy, and competing priorities in a fast-paced environment

Qualifications

• 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

Skills

• Excellent communication skills
• Ability to write clear, professional client correspondence
• Effective presentation skills

Benefits and Perks

• Medical, Dental, and Vision coverage for employee and family
• 401k + company-matched contributions (5% match on 5% contribution)
• Group Term Life and Accidental Death and Dismemberment coverage
• Short-Term and Long-Term Disability coverage
• 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

Pay

The base pay range for this position is expected to be between $44,000 and $63,000 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience.

Schedule

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent.