Client Services Coordinator

Full 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