Insight Financial Services

Customer Support

• Ensure an exceptional end-to-end client experience across all managed IT services
• 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

Customer Experience Specialist