Customer Success Advisor

Pardoe Wray; Hebburn; On-site; GBP 28,000 - 40,000; Full time

Job summary

Pardoe Wray is seeking a Customer Success Advisor to join its growing IT MSP team. This role focuses on client communication, ticket management, and ensuring a high level of customer care within a fast-paced support environment.

The ideal candidate will understand IT MSP/service desk operations, be organized, proactive, and comfortable handling multiple queries while delivering excellent customer service.

Qualifications

• Experience in IT MSP or Service Desk environments.
• Strong customer service and communication skills.
• Able to handle multiple queries and tickets concurrently.
• Basic technical understanding of IT services.

Responsibilities

• Handle client calls and general queries.
• Monitor, dispatch and follow up support tickets.
• Keep customers updated on outstanding issues.
• Proactively contact clients for feedback and service follow-ups.
• Assist with onboarding of new clients.
• Deliver customer portal demos.
• Collaborate closely with the Service Desk team.

Skills

Customer service

Ticketing systems

Communication

Tools

ITSM tools

Job description

We're working with a growing IT Managed Services Provider looking for a Customer Success Advisor to join its team.

This is a customer-focused role sitting alongside the Service Desk, ideal for someone who understands how an IT support/MSP environment operates but whose strengths are communication, organisation and customer care.

The Role

• Taking client calls and managing general queries
• Monitoring, dispatching and following up support tickets
• Keeping customers updated on outstanding issues
• Proactively contacting clients for feedback and service follow-ups
• Supporting new client onboarding
• Delivering customer portal demos
• Working closely with the technical Service Desk team

What We're Looking For

You’ll ideally have experience within an IT MSP or Service Desk environment, with a basic technical understanding and excellent customer service skills.

You’ll be confident speaking with clients, proactive in your approach and comfortable managing multiple queries and tickets at once.

A great opportunity for someone looking to move away from purely technical support and into a more client-focused Customer Success role