Intake Specialist

Intake Specialist
Full Time Employee

Job Summary
Answers incoming support calls, monitors new service requests, creates and triages tickets, gathers accurate information.

Job Description
Position Overview
  
We are seeking a dependable, organized, and customer-focused Intake Associate to serve as the first point of contact for clients requesting technical support.
  
The Intake Associate answers incoming support calls, monitors new service requests, creates and triages tickets, gathers accurate information, identifies impact and urgency, escalates critical issues, and keeps clients informed throughout the intake and handoff process.
  
This is primarily a communication, triage, and coordination role rather than a traditional technical
troubleshooting position. The goal is to ensure every request starts correctly, contains the information the
technical team needs, and reaches the appropriate next step quickly.
  
Primary Responsibilities
  
Client Intake & Phone Support

• Answer incoming client support calls promptly and professionally.
• Serve as the first point of contact for clients reporting technical problems or requesting IT assistance.
• Listen carefully and ask appropriate follow-up questions to understand what the client is experiencing.
• Gather relevant contact, device, system, and issue information.
• Reassure clients that their request has been received and is being routed appropriately.
• Maintain a friendly, confident, and professional demeanor, especially when clients are frustrated or facing
  urgent issues.

  
Ticket Creation & Documentation

• Create accurate and detailed service tickets for phone calls, emails, portal requests, and other support
  communications.
• Verify the client, company, contact, agreement, affected device, and preferred callback information.
• Write a clear summary that allows another team member to quickly understand the issue.
• Document when the issue began, who is affected, error messages, recent changes, and actions already attempted.
• Complete required ticket fields before the ticket moves forward.
• Separate unrelated requests into individual tickets when necessary.

  
Triage & Prioritization

• Monitor incoming requests and triage new tickets according to established procedures.
• Review each request for completeness and obtain missing information when necessary.
• Determine impact and urgency so the appropriate priority can be established.
• Recognize the difference between routine requests and issues requiring immediate attention.
• Prepare tickets for the next stage of the service process within established service-level expectations.
• Focus on gathering facts and framing the issue clearly rather than performing extended troubleshooting.

  
Escalations

• Recognize potentially critical or high-impact incidents and escalate them immediately according to established procedures.
• Notify the appropriate service team when a request requires urgent attention.
• Clearly communicate the client impact, urgency, symptoms, and relevant details during the escalation.
• Ensure the receiving team has enough context to act without repeating the intake process.
• Continue facilitating communication when required for priority incidents.

  
Ticket & Client Updates

• Ensure requests do not sit without appropriate action or communication.
• Provide clients with updates when additional information is needed or when a request has been handed off.
• Document client conversations, status changes, and relevant updates in the ticket.
• Follow up on missing information when necessary.
• Help clients understand the next step in the support process.
• Maintain clear, professional, and client-friendly written communication.

  
What Success Looks Like

• Answers the phone professionally and confidently.
• Keeps incoming requests moving and meets triage expectations.
• Creates tickets technicians can immediately understand and act on.
• Asks effective questions instead of making assumptions.
• Recognizes urgent issues and escalates them quickly.
• Maintains accurate and complete ticket information.
• Communicates clearly with clients and the technical team.
• Follows established processes consistently.
• Remains calm and organized when several requests arrive at once.
• Takes ownership of intake rather than simply passing messages along.

  
Qualifications Required

• Strong verbal and written communication skills.
• Excellent customer service and telephone skills.
• Strong attention to detail and documentation.
• Ability to ask effective follow-up questions.
• Ability to prioritize multiple incoming requests in a fast-paced environment.
• Comfort working with ticketing or service management systems.
• Basic understanding of computers, Microsoft 365, networking, phones, and common business technology.
• Ability to recognize when an issue requires escalation rather than attempting to resolve it independently.
• Strong organizational and multitasking abilities.
• Dependable attendance and punctuality.

Preferred

• Previous help desk, service desk, call center, dispatch, customer service, or IT support experience.
• Experience creating or managing technical support tickets.
• Experience working in an MSP or IT services environment.
• Familiarity with ConnectWise Manage or another PSA or ticketing platform.
• Experience handling inbound technical support calls.
• Familiarity with SLA-driven service environments.

  
This Is Not Primarily a Technical Support Role
  
You do not need to be an experienced IT technician to succeed in this position. Technical knowledge is
helpful, but the primary responsibility is to understand the request, gather the facts, accurately document the
issue, identify urgency, communicate with the client, and get the request into the right hands.
  
Ideal Candidate

The ideal candidate enjoys talking with people, is naturally organized, asks good questions, communicates
clearly, and takes pride in getting details right. You should be comfortable working in an environment where
several things may be happening at once, while staying calm and making sure nothing falls through the cracks.
  
  
Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.