Key Facts

Remote From:

Arizona (USA), Florida (USA), Massachusetts (USA)

Freelance

Mid-level (2-5 years)

English

Hard Skills

Other Skills

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Calmness Under Pressure
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Non-Verbal Communication
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Organizational Skills
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Problem Solving

Roles & Responsibilities

MSP or IT services industry experience
ITIL Foundation knowledge
Experience conducting QBRs and customer health assessments
Familiarity with SLA and KPI reporting

Requirements:

Serve as a primary point of contact for assigned managed services clients
Monitor client satisfaction across service desk interactions, projects, and ongoing support
Coordinate with Service Desk, NOC, Engineering, and Project teams to ensure seamless service delivery
Conduct regular client check-ins, QBRs, and service reviews

Insight Investments, LLC

About Insight Investments, LLC

Insight Investments, LLC helps North American companies better control their technology acquisition, leasing, and management requirements. We have provided a wide array of solutions designed to fit specific customer needs including new and used equipment acquisition, custom leasing and financing, asset management, off-lease portfolio management, excess equipment disposal and the integration of best-of-breed technology for data management and security solutions. Gain control over your technical assets with Insight Financial Services, a division of Insight Investments. We believe in long-term, mutually beneficial business relationships. It’s a philosophy we call Value First. It’s why we offer services like Market Intelligence, which gives you the information you need to negotiate the best possible transaction. This allows you to reduce the costs of your IT or Healthcare leases and gain control over your assets and capital. Boost productivity with efficient data management and IT solutions from Red8. Red8, an Insight Investments company, is a highly specialized provider of virtualization, managed services and cloud computing solutions to corporate enterprises. The highly experienced team of professionals at Red8 enables businesses to dramatically increase hardware utilization, reduce server sprawl, reduce planned downtime, provide disaster recovery capabilities and slash operating costs. By providing hardware and software along with specialized services your company and staff will see the difference when working with the Red8 team. 2NDGEAR, a subsidiary of Insight Investments, is a leading supplier of new, recertified, and refurbished IT equipment including laptops, desktops, servers, networking gear, and more. Dedicated to providing the cost-saving solutions and IT support services, 2NDGEAR enables clients to get the most out of their technology, backed by industry-leading warranty programs.

Founded: 2018

Company size: 201 - 500

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Job description

Responsibilities:

The Customer Experience Specialist (CES) is responsible for ensuring an exceptional end-to-end client experience across all managed IT services. This role serves as the primary advocate for the customer, bridging communication between clients and technical teams while proactively managing satisfaction, expectations, and service outcomes.

Serve as a primary point of contact for assigned managed services clients
Monitor client satisfaction across service desk interactions, projects, and ongoing support
Proactively communicate service status, escalations, and resolutions
Coordinate with Service Desk, NOC, Engineering, and Project teams to ensure seamless service delivery
Track and manage SLAs, response times, and resolution metrics
Identify recurring issues, trends, and improvement opportunities
Conduct regular client check-ins, QBRs, and service reviews
Ensure accurate documentation of client interactions, feedback, and action items in CRM/PSA tools
Advocate for client needs internally while aligning expectations with contractual scope
Support onboarding of new managed services clients
Assist in renewal readiness by identifying risks and opportunities for service enhancement

Qualifications / Education:

What You Need for this Position

MSP or IT services industry experience
ITIL Foundation knowledge
Experience conducting QBRs and customer health assessments
Familiarity with SLA and KPI reporting

Skills:

2+ years experience in customer experience, customer success, or account coordination (IT or MSP preferred)
Strong understanding of managed IT services (service desk, networking, cloud, security, backups, etc.)
Exceptional written and verbal communication skills
Strong organizational and follow-up abilities
Ability to translate technical concepts into customer-friendly language
Experience with PSA, CRM, or ticketing systems (ConnectWise, Autotask, ServiceNow, etc.)
Calm, professional demeanor when handling escalations
Customer-first mindset with a proactive approach to problem-solving

Insight Investments, LLC is an Equal Employment Opportunity/Affirmative Action employer
and all qualified applicants will receive consideration for employment without regard to
race, color, religion, national origin, gender, age, sexual orientation, gender identity,
disability, status as a Veteran or other protected classification

Division: Red8