ABOUT COASTLINE TECHNOLOGIES

Coastline Technologies is a trusted technology partner for reputation-driven businesses, dedicated to ensuring seamless, secure, and reliable technological operations. Based in Lakeville, MA, we serve clients across Southern New England and nationwide. Our clients range from financial services and legal practices to leisure clubs and accounting firms, all of whom rely on the trust and discretion we help them maintain. As a privately owned company, we specialize in protecting the technological infrastructure that supports our clients' success.

QUICK FACTS

  • Salary: $50,000/year, paid monthly

  • Experience level: Early-career, 1–3 years in IT support, customer service, or a related client-facing role

  • Schedule: Monday–Friday, 8:30 AM–5:00 PM, in our Lakeville, MA office (local candidates only, relocation not provided)

  • Travel: Occasional client visits across eastern MA and northern RI, company car provided

  • PTO: 15 days upfront + 12 paid holidays + parental and pet leave (more under “What We Offer”)

WHAT THIS ROLE ACTUALLY LOOKS LIKE

You’ll spend roughly 60% of your time on client communication and account coordination, picking up the phone, building relationships, running quarterly check-ins, keeping records straight, and roughly 40% on Tier 1 IT troubleshooting (password resets, printer issues, common Microsoft 365 hiccups, basic network questions). Anything more complex gets escalated to one of our engineers.

WHAT YOU'LL DO

Account Management (≈60%)

  • Answer support-queue calls and create tickets for client issues

  • Act as a liaison between clients and our engineers, surfacing concerns and tracking them to resolution

  • Respond to client inquiries via phone and email about products and services

  • Build and maintain trusting client relationships, with timely follow-through

  • Run quarterly client satisfaction check-ins (phone, email, or in-person) and log outcomes

  • Maintain detailed records of accounts, projects, and interactions

  • Create reports and documentation for clients as needed

  • Audit equipment pricing in our management portal and reconcile users in various portals against billing

  • Contact third-party vendors on clients’ behalf (e.g., Comcast, Verizon)

  • Assist leadership with administrative project-management tasks

Tier 1 Support (≈40%)

Tier 1 = The everyday issues end users hit: password resets, printer/peripheral problems, basic Microsoft 365 questions, common Windows or Mac issues, simple network connectivity questions. The complex stuff (server config, firewall changes, anything requiring deeper diagnosis) gets escalated.

  • Provide timely support via phone, email, and remote assistance

  • Troubleshoot common hardware, software, and network problems

  • Escalate complex issues to higher-level engineers

  • Maintain accurate records of client interactions and resolutions

  • Deliver equipment to client offices when needed (company car provided)

  • Participate in weekly team meetings and stay engaged via Slack and email

WHO YOU ARE

Required On Day 1

  • Exceptional verbal and written communication — you can explain technical concepts in plain language

  • Strong organizational skills and the ability to retain details about multiple clients and projects simultaneously

  • Genuine customer-service orientation — you naturally empathize with clients and want to help

  • Comfortable navigating tough client conversations and reaching workable resolutions

  • Working knowledge of Windows desktop OS, macOS, and Microsoft 365 from a user/support perspective

  • Ability to work independently and as part of a small team

  • Valid driver’s license, current auto insurance, and a clean driving record

  • Professional, positive demeanor when representing Coastline to clients

Nice To Have (We'll train you on the rest.)

  • Familiarity with Windows Server, Active Directory, or Azure AD

  • Exposure to firewall, WAN, or VPN concepts

  • Basic understanding of email security and filtering

  • Prior MSP or business-IT-support experience

Personality Fit

  • Client-first mindset — you build relationships, not just close tickets

  • Task manager who gets things done accurately and on time

  • Pulls relevant details out of conversations and acts on them

  • Has a good sense of humor and won’t mind teammates who swear

WHAT WE OFFER

Compensation

  • Salary: $50,000/year, paid monthly

  • Annual bonus: Awarded each December based on individual and company performance

  • Annual reviews: Conducted on your work anniversary, with eligibility for cost-of-living or merit-based raises

Time Off

  • 15 PTO days provided upfront on your start date (no accrual, no rollover) — increases to 20 days after 3 years

  • 12 paid holidays: New Year’s Day, MLK Jr. Day, Presidents’ Day, Patriots’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Indigenous Peoples’ Day, Thanksgiving, the day after Thanksgiving, and Christmas Day

  • Parental and pet leave: paid leave for maternity, paternity, pregnancy loss, adoption, and two days for pet adoption or loss

  • One-hour lunch break daily

Health and Other Benefits

  • QSEHRA Health Insurance Reimbursement: up to $537.50/month for individual or $1,091.66/month for family coverage (2025 federal max). You choose your own plan and we reimburse tax-free.

  • Cell phone reimbursement: $50/month for business use of your personal phone

  • Education reimbursement: for pre-approved workshops, courses, and certifications — we want you to keep growing

  • Company car available for client visits — you don’t put miles on your own vehicle

  • Company apparel provided (polos, seasonal shirts, jackets) for client-facing work

Onboarding and Growth

  • First 30 days: structured onboarding and training

  • 90-day check-in: a formal review at the end of the probationary period to confirm role alignment

  • Tools you’ll use: Monday.com, Slack, Canva, our management portal, and the standard MSP toolkit

Logistics

  • Reports to: Network Engineer / Project Manager (day-to-day) and the Vice President (overall)

  • Hours: Monday–Friday, 8:30 AM–5:00 PM

  • Location: In our Lakeville, MA office. Local candidates only — relocation assistance is not available.

  • Travel: Occasional visits to client sites across eastern MA and northern RI; company car provided

This description outlines the primary duties and expectations for the Technical Account Manager role. Responsibilities are subject to change as the business and team evolve.