Client Support Coordinator
Tabush
A complete application in a minute — tailored resume and cover letter, ready to send.
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
Tools
Job description
Client Support Coordinator
We’re a mid-sized Managed Services Provider (MSP) based in New York City with offices in New Jersey and Massachusetts. We support clients nationwide to help them simplify, secure, and enhance their IT. Our core values are care, innovation, integrity, and teamwork. We try to live these values every day, with our clients and with each other.
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.
- 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
- 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
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
