Client Experience Specialist, IT Service Desk

Tabush; New York (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

Tabush, a NYC-based MSP, seeks a Client Support Coordinator to be the first point of contact for clients contacting our Service Desk. You will gather information, assess urgency, and route requests to the right technical resource, ensuring clients feel heard and tickets are complete.

You won’t troubleshoot issues yourself but will coordinate with technicians, document issues clearly, and keep queues moving while maintaining professional, calm communication with clients and internal teams.

Qualifications

• 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

Skills

MSP experience

Windows

Microsoft 365

User accounts

Networking

Hardware

Business apps

Ticketing systems

Autotask

English proficiency

Customer service

Organized

Multitasking

Calm under pressure

Team collaboration

Tools

Windows

Microsoft 365

Job description

Tabush, a NYC-based MSP, seeks a Client Support Coordinator to be the first point of contact for clients contacting our Service Desk. You will gather information, assess urgency, and route requests to the right technical resource, ensuring clients feel heard and tickets are complete.

You won’t troubleshoot issues yourself but will coordinate with technicians, document issues clearly, and keep queues moving while maintaining professional, calm communication with clients and internal teams.