Associate Client Experience Specialist
Core
Entry-level intake specialist acting as the first point of contact for clients across phone, chat, email, portal, and callback channels to authenticate users, document requests, and route issues.
Role type
entry-level client experience specialist (managed services)
Builds
client support workflows and ticket resolution for small and mid-market businesses
Domain
IT Managed Services
Deliverable
dashboards & analysis
Required skills
client intake, user authentication, ticket documentation, request routing, scheduling, first-contact resolution, security procedure compliance
Preferred skills
customer service, hospitality, dispatch, call-center operations, help desk, service coordination
Technologies
Microsoft 365 (Outlook, Word, Excel), ticketing systems, knowledge articles, automation tools, runbooks
Responsibilities
Authenticate users and validate authorized contacts; gather client technical and business context; resolve approved routine requests (password resets, account unlocks); schedule diagnostic sessions and follow-ups; escalate complex or sensitive issues; maintain ownership of requests until resolution or handoff.
Seniority
Entry-level, supervised IC