Client Services Coordinator - Hicksville, United States - Lincoln IT

Lincoln IT Hicksville, United States

3 weeks ago

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 todayHelpdesk / Client Service CoordinatorLincoln 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 SkillsStrong belief in customer serviceExperience with ConnectWise is a plusExperience with an MSP is preferredAbility to work in a fast paced environmentAbility to meet deadlines and work under tight time constraintsExcellent written and verbal skillsUnderstanding of basic phone operations and etiquetteFollow company guidelines for issue tracking and time accountingTyping skills to ensure quick and accurate entry of service request detailsExceptional analytic and problem solving skillsA strong belief in ethical business principlesJob DutiesAnswer phones from clients.

Triage all calls based on severity and impact.
Schedule dispatch engineers and coordinate communication to clientsEnter service requests into the ticketing systemProactively review and monitor service tickets to ensure timely and accurate client follow-up and resolutionServe as an entry point for client concerns and questionsAct as the primary customer interface for all service requests and relationship managementProcess service requests as they arrive through email, manual entry, or direct customer inputCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesEscalate service requests that cannot be scheduled within agreed service levelsImprove customer service, perception, and satisfactionFast turnaround of customer requestsAbility to work in a team and communicate effectivelyTechnical Skills -Nice to have, but not mandatoryKnowledge of Microsoft OfficeBasic understanding of printersPrior experience working in a ticketing systemBasic knowledge of technical terminology regarding Information Technology/Technical aptitude

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