Client Support Coordinator

Tabush Group•New York, NY

7d•Onsite

About The Position

We’re seeking a Client Support Coordinator to serve as the first point of contact for clients reaching out to our Service Desk. This role combines strong customer service with a working knowledge of IT. You’ll answer incoming support calls, understand the client’s issue, gather the right information, determine urgency and impact, and quickly route the request to the appropriate technical resource. You won’t typically be responsible for troubleshooting or resolving technical issues yourself. Your job is to make sure clients feel heard, tickets contain the information our technicians need, and each request gets to the right person as quickly as possible.

Requirements

2+ years in an MSP, IT service desk, or similar support role
Working knowledge of Windows, Microsoft 365, user accounts, networking, hardware, and business apps
Able to discuss technical issues without troubleshooting them
Experience with ticketing/PSA systems; Autotask a plus
Excellent written and spoken English
Comfortable working with frustrated or non-technical users
Organized and detail-oriented
Able to juggle multiple requests and decide quickly
Calm, professional, and confident under pressure
Shares our values: care, innovation, integrity, teamwork

Responsibilities

Answer client support calls
Ask the right questions to understand the issue and gather technical details
Write clear, complete tickets
Assess urgency and business impact, then prioritize
Route tickets to the right technician or team
Flag work stoppages and other emergencies
Coordinate warm handoffs to available technicians
Tell clients what happens next and when
Monitor the queue and keep the Service Desk moving
Flag urgent, stalled, or misrouted tickets to technicians and service leadership
Learn our clients, teams, systems, and escalation paths
Follow up until the client is satisfied