Customer Success Advisor

Maybe you’ve spent time on a 1st or 2nd line desk at an MSP and found that what you’re best at isn’t the deep fix. It’s working out what’s going on, deciding how urgent it is, getting it to the right person and keeping the client informed until it’s done. If that sounds like you, this role is built around those strengths.

An established North East MSP is hiring a Client Success Advisor to work at the front of its service operation. You’ll be the first person clients speak to when they raise an incident or request, and you’ll set the tone for how they’re treated from then on.

THE ROLE

• Act as the first point of contact for client incidents and service requests, by phone, email and portal

• Triage and classify every ticket, separating P1s and P2s from routine requests and making the right call quickly

• Dispatch work to the right resolver group: 1st, 2nd or 3rd line, projects, or third-party vendors

• Watch SLAs across the queue and step in before anything breaches

• Own escalations and complaints, and keep clients updated so they never have to chase

• Keep ticket and client records accurate in the PSA and CRM

• Use queue and performance data to spot bottlenecks, report on team performance and suggest process improvements

• Work with management on setting and tracking KPIs

WHAT YOU’LL BRING

• Experience on an MSP service desk, in 1st or 2nd line support or a dispatch/coordination role

• A clear understanding of the ticket lifecycle: logging, prioritisation, assignment, escalation and closure

• Hands-on use of PSA/RMM tools such as ConnectWise, N-able, SolarWinds or similar

• Enough technical grounding to judge what a problem is and who should own it

• A calm, empathetic and professional manner with clients, including when they’re frustrated

• Strong written and verbal communication, adjusted to suit whoever you’re dealing with

• An organised, process-led approach and the resilience to prioritise under pressure

WHY THIS ROLE
You’ll have a real say in how service is delivered rather than just working through a queue. The business gives people directed autonomy and expects ownership and accountability in return. If something doesn’t have an owner, you take it on. It’s a straightforward place to work, and good service coordination is valued as a skill in its own right.

THE DETAILS

• Location: Tyneside, office-based

• Hours: Monday to Friday, 08:00–17:00 (40 hours, including a 1-hour lunch)

• Salary: £30,000 + benefits

If you’re the person who keeps a service desk running smoothly, apply here or message me directly for a confidential conversation.