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 work…and 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!
How you’ll make an Impact
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.
Location and Work Expectations
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
Required language skills
Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures
Ability to effectively present information and respond to questions from
groups of managers, clients, and the general public
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.