Client Experience Specialist

Client Experience Specialist

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we're more than a Managed Services Provider, we're a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the workand each other.

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.

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. To best support our clients and team, this role is open to candidates who are physically located in the Colorado Springs-Denver area.

What you will be doing:

• 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

You'll be successful in this role if you have experience in/with:

• 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

Required language skills:

• 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

Bonus points for:

• 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

Benefits and Perks:

• 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

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. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

FLSA Status: Salaried, Exempt

Work Authorization Criteria: We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements and Remote Work Policy: Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva's IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member's normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce: At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 09/09/26.

Equal Opportunity Employer: This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.