AmplixCare Client Support Associate

Department: AmplixCare – Client Support

Reports To: Client Support Team Lead

About Amplix

Amplix is a leading technology advisory firm that helps organizations accelerate business transformation through innovative technology. With 3,500+ customers nationwide, we deliver increased speed to value and reduced risk across the full IT ecosystem — from CX, IT infrastructure, cloud, and security to mobility and beyond. Through thousands of advisory engagements, we've influenced and optimized hundreds of millions of dollars in IT spend, helping clients build flexible, scalable, and resilient technology solutions that give them a strategic advantage. Joining Amplix means becoming part of a team that's shaping the future of IT advisory. Here, you'll have the opportunity to make an impact at scale, grow your career, and be part of a company that values your individual goals as much as our collective mission. Headquartered in Norwood, MA, with offices and remote employees across the country, Amplix is a national company with a close-knit culture. Our people share a common set of values and a passion for helping clients, partners, and each other succeed.

• Create exceptional experiences with every interaction
• Exemplify integrity, accountability & appreciation
• Improve lives of employees & customers
• Teamwork leads to greatness
• Evolve & innovate

Job Summary

The Client Support Associate provides frontline support for AmplixCare clients, processing repair tickets, managing service orders, and handling day-to-day MAC requests. This role follows established protocols for key client accounts and is expected to develop proficiency in mobility support over time.

Key Responsibilities

• Support repair and order requests for all clients.
• Process and manage client tickets following the Benchmark Service Level (BSL) protocol for designated accounts.
• Begin training on mobility support services for key client accounts (e.g., Benchmark, TCB).
• Manage all MAC (move, add, change) requests for clients in a timely manner.
• Manage repair and billing issues to full resolution.
• Support technology upgrades for clients as directed.
• Track all time accurately and daily in AutoTask.
• Attend carrier training sessions and partner meetings.
• Assist with pricing and quotes for client services as requested.
• Maintain all tracking documents accurately and in real time.
• Maintain ongoing communication with management on all issues.
• Train new employees on systems and procedures as requested.
• Participate in rotating on-call shifts (2nd or 3rd shift) on a weekly rotation schedule; specific dates, times, and expectations will be provided under separate cover.

Qualifications

• 0–2 years of experience in telecom support, helpdesk, or technology client services.
• Strong attention to detail and ability to follow documented protocols.
• Familiarity with carrier services and basic repair/ordering processes a plus.
• Proficiency with AutoTask or comparable PSA/ticketing platform, or willingness to learn.
• Effective written and verbal communication skills.
• Ability to participate in an oncall/after-hours rotation.

On-Call Requirements

This position includes participation in a rotating on-call schedule to support business and operational needs. On-call assignments are typically scheduled on a weekly rotation and may include evening, overnight, or weekend coverage, including 2nd and 3rd shift hours. Team members are expected to be accessible and responsive during their assigned on-call periods. Additional details regarding scheduling, expectations, and compensation (if applicable) will be discussed during the hiring process and upon employment.

Compensation

The compensation range for this position is $24-25 per hour commensurate with experience. The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. The posted range reflects our ability to hire at different titles and levels depending on background and experience. The company reserves the right to offer additional compensation at its discretion, for example, in the form of a discretionary bonus or sales commission.

Amplix does not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by federal, state, or local law.