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 escala