Client Services Specialist

Overview 

UPSTACK is the leading full-service technology advisory firm, transforming how businesses design, source, implement, support, and optimize IT infrastructure. Clients benefit from decades of expertise, enhanced support, and UPSTACK’s proprietary technology—delivering faster deployments, cost savings, and streamlined access to critical solutions.

Our expertise includes: data center colocation, network connectivity, SD-WAN, unified communications, cloud contact center, CX-AI, private/public cloud, security, mobility, business continuity, and IoT.

Under the leadership of Founder and CEO Christopher Trapp, UPSTACK is committed to exceptional customer experiences, serving 6,500+ clients—from SMBs to enterprises—and managing over $550M in annual technology spend across industries.

About the Role

The Client Service Specialist is responsible for supporting the Client Services team by handling customer inquiries, assisting in maintaining accurate records, and escalating complex issues to senior team members. This role ensures customer satisfaction through effective communication and attention to detail while developing a foundational understanding of internal processes, systems, and service management strategies. Ideal candidates can work in a fast-paced environment to assist with opening carrier/vendor trouble tickets on various issues- such as network down, systems degraded, lines down, billing inquiries, general questions, etc. 

This role is hybrid, with a requirement of three days on-site at our Clinton, New Jersey office. During the first 90 days of onboarding, working five days on-site is required

Key Responsibilities

• Serve as the initial point of contact for basic customer inquiries and route requests to the appropriate team members.
• Document customer interactions, service updates, and communication records in Salesforce to ensure data accuracy.
• Support Client Services Managers by gathering information, preparing reports, and managing routine communication.
• Maintain up-to-date service records in Salesforce, including minor updates such as billing address changes and carrier contact details.
• Take ownership of assigned tasks and tickets through resolution, ensuring adherence to service-level agreements (SLAs).
• Engage ISPs, vendors, and appropriate service providers to troubleshoot problem issues as needed.
• Define action items by using customer input, internal inventory records, and internal processes and systems.
• Execute defined action items to resolve trouble matters and escalate urgent issues according to company guidelines.
• Demonstrate strong customer service skills and maintain proactive communication with concerned client teams throughout the resolution process.
• Prioritize active items by analyzing user requirements, service type, and internal guidelines.
• Participate in growing the organizational knowledge base by contributing to documentation and team-wide notices. 

Required & Preferred Criteria

• Basic understanding of customer service principles and practices, with a focus on delivering high-quality customer experiences.
• Familiarity with CRM systems, particularly Salesforce, for data entry, tracking customer interactions, and updating service records. 
• General knowledge of telecommunications or technology-related industries is a plus but not required.
• Awareness of standard business communication and etiquette for managing customer expectations professionally.   
• Understanding of internal processes for ticket resolution and service management.
• Effective verbal and written communication skills, with the ability to convey information clearly and professionally.
• High attention to detail and accuracy in data entry, documentation, and record-keeping.
• Strong organizational skills, with the ability to manage time effectively and prioritize tasks based on urgency and customer needs. 
• Problem-solving skills to recognize when to escalate an issue and identify appropriate next steps.  
• Proficiency in using Microsoft Office Suite (Word, Excel, Outlook, Teams) for reporting and communication. 

Additional Requirements

• Ability to learn quickly and become proficient with new software and internal systems. 
• Capacity to handle multiple requests simultaneously and manage competing priorities in a fast-paced environment. 
• Strong interpersonal skills to establish rapport with customers and internal team members. 
• Ability to work collaboratively and escalate issues appropriately to ensure positive outcomes. 
• Adaptability to follow established procedures while being open to feedback and continuous learning. 
• Ability to juggle multiple customer issues at any given time. 
• Ability to work both independently and within a group setting to discuss and share work tasks on larger projects. 
• Strong collaboration skills to increase understanding and share knowledge with team members. 

Salary Range

Employees new to UPSTACK typically come in at the start of the pay range. UPSTACK focuses on providing a simple and transparent pay structure, which is based on a variety of factors, including location, experience, and job-related skills. 

This role offers a base salary of $40,000 -$50,000

Closing

UPSTACK is an Equal Opportunity Employer and does not discriminate based on race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, UPSTACK will consider employment for all qualified applicants.

UPSTACK is committed to providing reasonable accommodations to individuals with disabilities as required by applicable law. Accommodations may include adjustments to the application, interview, or assessment process, as well as modifications to the work environment or job duties to enable individuals to perform the essential functions of the role. Requests for accommodations will be evaluated on a case-by-case basis and provided unless they impose an undue hardship on the organization.

At this time, UPSTACK will not sponsor a new applicant for employment authorization for this position.

We endeavor to make the application process accessible to all applicants. If you would like to contact us regarding accessibility and/or need assistance completing the application process, please contact us at recruiting@upstack.com.