Full job description

Overview

Coastal Computer Consulting is a Managed IT Services Provider serving businesses across the Southeast. We help organizations operate securely, efficiently, and proactively.

As the Receptionist/Office Support role, you will ensure every client feels seen, supported, and confident, orchestrating their experience from the first call to final resolution. This position is the heartbeat of our daily operations and plays a key role in scaling our service excellence.

If you enjoy supporting a fast-paced team, and taking ownership of outcomes, this position offers long-term growth within a stable and growing IT company.

Core Responsibilities

Service Operations & Help Desk Coordination

• Field incoming client calls, quickly pinpoint the core issue, and capture all pertinent details as you create service tickets in our ticketing system.
• Direct ticket assignment and track ownership, ensuring every request lands promptly with a qualified team member and never sits unclaimed past our deadlines.
• Read tickets, flag issues, and escalate service requests to meet or exceed SLAs.
• Document every update in real time, providing teammates with a clear and complete record to keep work moving forward.
• Review, monitor, and proactively follow up on open tickets until they are resolved.
• Keep daily tabs on pending service requests to ensure client satisfaction and on-time results.
• Work closely with the Leadership Team to align priorities, shape workflows, and capture process improvements.

Sales & Business Development Support

• Connect local businesses with solutions that help them operate more securely and confidently.
• Schedule First-Time Appointments (FTAs) between prospects and leadership.
• Maintain CRM accuracy and hygiene across all communications.
• Make outbound follow-up calls to nurture leads and maintain pipeline velocity.
• Assist with tracking outreach activity and report sales metrics weekly and monthly.
• Identify potential new business opportunities within the local market.
• Stay informed about company services and industry trends to confidently represent Coastal.