Client Support Associate

Job Summary

The Client Support Associate serves as a key point of contact for clients, ensuring exceptional service delivery and a positive customer. This role focuses on client communication, ticket coordination, issue triage, and administrative support for the service desk, helping ensure client needs are addressed efficiently and professionally.

Key Responsibilities & Daily Tasks and Duties

• Log, categorize, and prioritize support requests in the PSA/ticketing system
• Communicate clearly with clients regarding ticket status, next steps, and resolution timelines
• Follow up with clients to confirm issue resolution and satisfaction
• Assist with scheduling onsite visits, remote sessions, and maintenance windows
• Maintain accurate client documentation, notes, and service records
• Support service desk operations by monitoring queues and escalating urgent issues
• Collaborate with technical staff to ensure service level agreements (SLAs) are met
• Identify recurring issues or service trends and report them to management
• Assist with onboarding new clients and users, including account setup coordination
• Uphold company standards for professionalism, security, and confidentiality

Required Skills & Qualifications

• 2 years of customer service experience in a client-facing role (banking, call center, hospitality, MSP or similar preferred)
• Strong communication skills, both written and verbal
• Excellent organizational and time-management abilities
• Comfort working in a fast-paced, ticket-driven environment
• Ability to remain calm and professional when handling client concerns
• Prior experience with Microsoft 365 and general office tools preferred

Preferred Qualifications

• Prior experience working for a Managed Service Provider (MSP)
• Familiarity with SLAs, escalation procedures, and service desk best practices