Client Services Coordinator

Job Description

Founded in 1997, Lincoln Computer Services is a growing custom IT solution provider, servicing the New York Metropolitan area. We value our employees and invest in their careers, development and growth. If you are interested in working for a growth-oriented company with a culture that exudes collaboration, integrity and a passion for technology, submit your resume today!

Helpdesk / Client Service Coordinator

Lincoln is on the lookout for an individual with between 1-3 years of IT related experience. Candidate must also have a strong desire to be a part of a nationally recognized company in the fastest growing industry on earth, and to never hate going to work on Mondays again.

The individual we seek will serve as the client advocate for our existing and new clientele. In addition to being well organized, efficient, and able to work in a team environment, consequently you will be expected to conduct yourself in a highly professional manner at all times while displaying excellent customer service skills.

Required Skills

Strong belief in customer service

Experience with ConnectWise is a plus

Experience with an MSP is preferred

Ability to work in a fast paced environment

Ability to meet deadlines and work under tight time constraints

Excellent written and verbal skills

Understanding of basic phone operations and etiquette

Follow company guidelines for issue tracking and time accounting

Typing skills to ensure quick and accurate entry of service request details

Exceptional analytic and problem solving skills

A strong belief in ethical business principles

Job Duties

Answer phones from clients. Triage all calls based on severity and impact.

Schedule dispatch engineers and coordinate communication to clients

Enter service requests into the ticketing system

Proactively review and monitor service tickets to ensure timely and accurate client follow-up and resolution

Serve as an entry point for client concerns and questions

Act as the primary customer interface for all service requests and relationship management

Process service requests as they arrive through email, manual entry, or direct customer input

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Escalate service requests that cannot be scheduled within agreed service levels

Improve customer service, perception, and satisfaction

Fast turnaround of customer requests

Ability to work in a team and communicate effectively

Technical Skills –Nice to have, but not mandatory

Knowledge of Microsoft Office

Basic understanding of printers

Prior experience working in a ticketing system

Basic knowledge of technical terminology regarding Information Technology/Technical aptitude

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