Client Experience Specialist - IT Service Desk

Socket.dev; New York (NY); On-site; USD 45,000 - 70,000; Full time

Job summary

Socket.dev, a NYC-based MSP, seeks a Client Support Coordinator to be the first contact for clients at the Service Desk. You’ll collect the right information, assess urgency, and route requests to the appropriate technician, ensuring tickets are clear and actionable.

You won’t troubleshoot directly but will keep clients informed and tickets moving. Ideal candidates have 2+ years in MSP or IT service desk roles, strong English, excellent communication, and the ability to stay organized under

Qualifications

• 2+ years in MSP or IT service desk.
• Experience with Windows, M365, networking, hardware.
• Ability to discuss issues without troubleshooting.
• Excellent English written and spoken.
• Comfortable with frustrated users.
• Organized and detail oriented.
• Able to juggle requests and prioritize.
• Professional and calm under pressure.
• Values: care, innovation, integrity, teamwork.

Responsibilities

• Answer client support calls.
• Gather technical details and understand issues.
• Write clear, complete tickets.
• Assess urgency and business impact; prioritize.
• Route tickets to the right technician or team.
• Flag work stoppages and emergencies.
• Coordinate warm handoffs to technicians.
• Inform clients what happens next and when.
• Monitor the queue and keep the Service Desk moving.
• Flag urgent or misrouted tickets to leadership.
• Learn clients, teams, systems, and escalation paths.
• Follow up until the client is satisfied.

Skills

MSP experience

Windows OS

Microsoft 365

Networking basics

IT service desk

Ticketing systems

English proficiency

Customer communication

Time management

Tools

Autotask

Job description

Socket.dev, a NYC-based MSP, seeks a Client Support Coordinator to be the first contact for clients at the Service Desk. You’ll collect the right information, assess urgency, and route requests to the appropriate technician, ensuring tickets are clear and actionable.

You won’t troubleshoot directly but will keep clients informed and tickets moving. Ideal candidates have 2+ years in MSP or IT service desk roles, strong English, excellent communication, and the ability to stay organized under