Escalation Support Specialist Mandatory Skills * Understanding of and experience with Mainframe, Windows, UNIX, LINUX and multiple network protocols. * Experienced IP & SNA network troubleshooting
Escalation Support Specialist Mandatory Skills * Understanding of and experience with Mainframe, Windows, UNIX, LINUX and multiple network protocols. * Experienced IP & SNA network troubleshooting
NOC Escalation Support Specialist Mandatory Skills Expert knowledge of a variety of network management and monitoring tools. Excellent interpersonal, organizational, customer service, communications ...
NOC Escalation Support Specialist Mandatory Skills Expert knowledge of a variety of network management and monitoring tools. Excellent interpersonal, organizational, customer service, communications ...
... support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical ...
... support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical ...
... support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical ...
... support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical ...
... support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical ...
... support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical ...
Reproducing customer issues escalated from support Interacting with customer support to gather sufficient information to reproduce customer problems. Identifying and fixing problems in released ...
Reproducing customer issues escalated from support Interacting with customer support to gather sufficient information to reproduce customer problems. Identifying and fixing problems in released ...
Primary Responsibilities Customer Service & Escalation Support * Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations.
Quick apply
Primary Responsibilities Customer Service & Escalation Support * Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations.
Primary Responsibilities Customer Service & Escalation Support Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations.
Primary Responsibilities Customer Service & Escalation Support Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations.
Primary Responsibilities Customer Service & Escalation Support • Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations ...
Primary Responsibilities Customer Service & Escalation Support • Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations ...
Client Escalation Specialist
San Antonio, TX · On-site
$52 - $76/hr
Primary ResponsibilitiesCustomer Service & Escalation Support * Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations.
Client Escalation Specialist
San Antonio, TX · On-site
$52 - $76/hr
Primary ResponsibilitiesCustomer Service & Escalation Support * Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations.
Senior Technical Support Engineer
Plano, TX · On-site +1
$90K - $110K/yr
Own escalated technical cases from Tier 1 and drive them through investigation, resolution ... Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or ...
Senior Technical Support Engineer
Plano, TX · On-site +1
$90K - $110K/yr
Own escalated technical cases from Tier 1 and drive them through investigation, resolution ... Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or ...
We are seeking a highly experienced Senior Azure Virtual Desktop Architect to lead the design, implementation, optimization, and escalation support of enterprise virtual desktop and application ...
Quick apply
We are seeking a highly experienced Senior Azure Virtual Desktop Architect to lead the design, implementation, optimization, and escalation support of enterprise virtual desktop and application ...
Product Support Engineer 3
Austin, TX · On-site
Communicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions. * Provides technical support to field engineers ...
Product Support Engineer 3
Austin, TX · On-site
Communicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions. * Provides technical support to field engineers ...
Product Support Engineer 3
Austin, TX · On-site
What you'll do Technical Communicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions. Provides technical support to ...
Product Support Engineer 3
Austin, TX · On-site
What you'll do Technical Communicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions. Provides technical support to ...
Drives required actions at the customer site to resolve escalations and prevent repeat/preventable problems. Troubleshoots technical problems by providing root cause hypotheses, analysis, and action ...
Drives required actions at the customer site to resolve escalations and prevent repeat/preventable problems. Troubleshoots technical problems by providing root cause hypotheses, analysis, and action ...
Product Support Engineer 4
Austin, TX · On-site
Drives required actions at the customer site to resolve escalations and prevent repeat/preventable problems. * Troubleshoots technical problems by providing root cause hypotheses, analysis, and ...
Product Support Engineer 4
Austin, TX · On-site
Drives required actions at the customer site to resolve escalations and prevent repeat/preventable problems. * Troubleshoots technical problems by providing root cause hypotheses, analysis, and ...
Software Support Engineer
Irving, TX · On-site
Serve as the technical escalation point for complex production incidents escalated by Tier 2 Application Support teams. * Investigate and resolve critical production issues impacting application ...
Software Support Engineer
Irving, TX · On-site
Serve as the technical escalation point for complex production incidents escalated by Tier 2 Application Support teams. * Investigate and resolve critical production issues impacting application ...
Escalation Engineer
Austin, TX · On-site
Established an escalation triage process between Support and Engineering that both teams trust and use. * Mentored L1 and L2 engineers into handling scenarios that used to route straight to you. What ...
Escalation Engineer
Austin, TX · On-site
Established an escalation triage process between Support and Engineering that both teams trust and use. * Mentored L1 and L2 engineers into handling scenarios that used to route straight to you. What ...
Client Support Manager
San Antonio, TX · On-site
The Client Support Manager is a strategic and operational leader responsible for overseeing the ... Manage high-level customer escalations and assist supervisors in resolving complex customer issues
Quick apply
Client Support Manager
San Antonio, TX · On-site
The Client Support Manager is a strategic and operational leader responsible for overseeing the ... Manage high-level customer escalations and assist supervisors in resolving complex customer issues
Client Support Manager
San Antonio, TX · On-site
$75 - $85/hr
Client Support ManagerHybrid - San Antonio TX About Us At Office Ally, we've been revolutionizing ... Manage high-level customer escalations and assist supervisors in resolving complex customer issues
Client Support Manager
San Antonio, TX · On-site
$75 - $85/hr
Client Support ManagerHybrid - San Antonio TX About Us At Office Ally, we've been revolutionizing ... Manage high-level customer escalations and assist supervisors in resolving complex customer issues
Escalation Support information
What is escalation support?
Escalation support refers to a specialized customer service or technical support role responsible for handling issues that cannot be resolved by frontline support teams. When a customer’s problem is complex, urgent, or requires higher-level expertise, it is 'escalated' to these professionals. Escalation support staff analyze the issue, coordinate with other departments if necessary, and ensure that it is resolved efficiently. Their goal is to provide satisfactory solutions while minimizing disruptions for the customer and the business.
How does an escalation support specialist typically collaborate with other teams to resolve complex customer issues?
Escalation Support specialists frequently work cross-functionally, collaborating with product, engineering, and customer success teams to address challenging or unresolved customer problems. They serve as the communication bridge, gathering detailed information from the customer and relaying it to the appropriate internal experts. This role often requires coordinating meetings, tracking progress, and ensuring timely updates to both customers and internal stakeholders. Effective collaboration and clear documentation are key to successfully resolving escalated issues and maintaining customer satisfaction.
What are the key skills and qualifications needed to thrive as an escalation support specialist, and why are they important?
To thrive as an Escalation Support specialist, you need deep troubleshooting expertise, advanced product knowledge, and often a background in IT or customer support. Familiarity with ticketing systems (such as Zendesk or ServiceNow), CRM platforms, and sometimes certifications like ITIL are valuable. Strong communication, patience, and problem-solving abilities help you manage high-stress situations and deliver solutions to complex issues. These skills are crucial for resolving critical incidents efficiently and maintaining high customer satisfaction.
What is the difference between Escalation Support vs Customer Support Specialist?
| Aspect | Escalation Support | Customer Support Specialist |
|---|---|---|
| Required Credentials | Technical certifications, relevant industry experience | Customer service training, communication skills |
| Work Environment | Technical teams, troubleshooting scenarios | Call centers, help desks |
| Employer & Industry Usage | IT, telecom, software companies | Retail, service industries, tech companies |
| Common Search & Comparison Intent | Technical issue resolution, advanced support | General customer inquiries, basic support |
Escalation Support focuses on resolving complex technical issues and often requires specialized certifications. Customer Support Specialists handle routine customer inquiries and provide basic assistance. While both roles involve customer interaction, Escalation Support deals with advanced problems that need technical expertise, whereas Customer Support Specialists manage everyday questions and issues.
What skills do you need to be an escalation support?
Escalation support requires strong communication skills, technical knowledge of the company's products or services, and problem-solving abilities to handle complex issues. Familiarity with troubleshooting tools, customer service experience, and the ability to work under pressure are also important for success in this role.
What are popular job titles related to Escalation Support jobs in Texas?
For Escalation Support jobs in Texas, the most frequently searched job titles are:
What job categories do people searching Escalation Support jobs in Texas look for?
The top searched job categories for Escalation Support jobs in Texas are:
Job description
Company Description
Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.
With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest "Canadian-Owned" IT staffing/consulting company.
Procom's areas of staffing expertise include:
Application Development
Project Management
Quality Assurance
Business/Systems Analysis
Datawarehouse & Business Intelligence
Infrastructure & Network Services
Risk Management & Compliance
Business Continuity & Disaster Recovery
Security & Privacy
Specialties Contract Staffing (Staff Augmentation)
Permanent Placement (Staff Augmentation)
ICAP (Contractor Payroll)
Flextrack (Vendor Management System)
Job Description
Escalation Support Specialist
On behalf of our client, Procom Services is searching for a Escalation Support Specialist for a contract opportunity in Dallas, TX.
Escalation Support Specialist Job Details
- Primary focus will be troubleshooting and maintaining telecommunications equipment.
- Experience with Carrier/Service Provider Telecommunication Edge equipment is a must.
- Talented individual with a working knowledge of VoIP, SIP, Cisco VoIP, Windows and Linux is needed.
- May require an associate's degree or its equivalent and 1-3 years of experience in the related field.
- Has knowledge of commonly-used concepts, practices, and procedures within a related field.
- Ability to work independently or under supervision. Primary job functions typically require exercising independent judgment.
- The qualified applicant will be an integral part of our engineering and operations staff and will work together in a small team to administer, support, and maintain Windows/ LINUX /Cisco VoIP/LAN/WAN systems which support business customers.
- Proven experience-troubleshooting hardware and networking related problems as they arise.
- They will be required to be flexible, detail oriented and organized with the ability to multitask and work independently and also in a group.
- The qualified applicant must have the initiative to determine what types of tools or processes can be put in place in order to improve the products and services.
Escalation Support Specialist Mandatory Skills
- Understanding of and experience with Mainframe, Windows, UNIX, LINUX and multiple network protocols.
- Experienced IP & SNA network troubleshooting
- Willingness to handle urgent after hour support issues if they arise
- Solid web-Internet-related skills, Understanding of DNS and TCP/IP
- Familiarity with component and network monitoring systems and tools
- Mid level networking ability
- Strong analytical and problem solving skills
- Demonstrated ability to work in a fast-moving dynamic team-oriented environment
- Documentation creation, maintenance, updating Cisco Call Manager
- Server Systems: Mainframe, Linux and Widows Server and networking systems
- Desktop Environment: Windows XP, Microsoft Office, Visio
- Networking Systems: T1 through OC12, PPP, Cisco routers and Switches, Linksys POE switches, CAT5e cabling and terminations, layer 2 QOS.
- AS/BS/BE, relevant experience and certifications considered, CCNA, CCNP, ICND1.1 & 1.2 v2 Technical courses.
- ITIL v3 Foundations Certification preferred
Escalation Support Specialist Start Date
ASAP
Escalation Support Specialist Assignment Length
12 months
Additional Information
All your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.