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Escalations Support Specialist Jobs (NOW HIRING)

Kikoff

Customer Support Escalations Specialist

Phoenix, AZ · On-site

$17.75 - $24/hr

Tier 3 Customer Support Specialist About This Role As a Tier 3 Customer Support Specialist, you will own Kikoff's most complex and sensitive customer escalations - the cases that go beyond what ...

ClifyX

Branch Support Specialist

Seattle, WA · On-site

$22 - $28.50/hr

The Branch Support Specialist possesses a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, escalation support for ...

Gopuff

Support Specialist

Seattle, WA

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Miami, FL · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Sacramento, CA · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Phoenix, AZ · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Seattle, WA · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Sacramento, CA · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Miami, FL · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Phoenix, AZ · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Sacramento, CA · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

Gopuff

Support Specialist

Miami, FL · On-site

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization ... Provide Escalated Support * Provide direct support to customers and drivers whose issues have been ...

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Escalations Support Specialist information

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How much do escalations support specialist jobs pay per hour?

As of Aug 28, 2026, the average hourly pay for escalations support specialist in the United States is $24.71, according to ZipRecruiter salary data. Most workers in this role earn between $18.03 and $28.37 per hour, depending on experience, location, and employer.

What is an escalations support specialist?

Escalations Support Specialists are professionals who handle complex customer issues that frontline support teams are unable to resolve. They act as the next level of support, analyzing and addressing critical problems, often coordinating with other departments such as engineering or management. Their goal is to ensure customer satisfaction by providing timely solutions to challenging cases. In addition to resolving issues, they may also identify patterns to help prevent future escalations.

How does an escalations support specialist typically interact with other teams to resolve complex customer issues?

As an Escalations Support Specialist, you will regularly collaborate with cross-functional teams such as technical support, product development, and quality assurance to resolve complex customer concerns. This often involves gathering detailed information from different departments, coordinating meetings or case reviews, and acting as an advocate for the customer while ensuring company policies are followed. Strong communication and organizational skills are essential, as you'll bridge gaps between teams to deliver timely and effective solutions. This collaborative environment not only helps resolve cases efficiently but also provides opportunities to learn from other departments and develop a broader skill set.

What are the key skills and qualifications needed to thrive as an escalations support specialist, and why are they important?

To thrive as an Escalations Support Specialist, you need strong problem-solving abilities, in-depth product or service knowledge, and experience in customer support, often backed by a relevant degree or equivalent industry experience. Familiarity with ticketing systems like Zendesk, CRM platforms such as Salesforce, and knowledge base tools is typically required. Exceptional communication, conflict resolution, and emotional intelligence are vital soft skills for managing high-pressure situations and dissatisfied customers. These skills ensure efficient resolution of complex issues, protect customer relationships, and uphold the company's reputation.

What is the difference between Escalations Support Specialist vs Customer Support Representative?

AspectEscalations Support SpecialistCustomer Support Representative
CredentialsTechnical knowledge, troubleshooting skills, relevant certificationsBasic customer service skills, communication skills
Work EnvironmentHigh-pressure, technical issue resolution, often in IT or tech companiesGeneral customer service, call centers, retail or service industries
Employer & IndustryTech firms, telecom, IT support teamsRetail, hospitality, telecom, various service sectors

While both roles involve assisting customers, the Escalations Support Specialist focuses on resolving complex technical issues and handling escalated cases, often requiring technical certifications. In contrast, Customer Support Representatives handle general inquiries and basic support, typically in a broader customer service setting.

What skills do you need to be an escalation support specialist?

An escalation support specialist needs strong communication and problem-solving skills to handle complex customer issues effectively. Technical knowledge relevant to the company's products or services, along with proficiency in troubleshooting tools and customer relationship management (CRM) software, is essential. Additionally, the role often requires patience, attention to detail, and the ability to work under pressure in a fast-paced environment.
More about Escalations Support Specialist jobs

What states have the most Escalations Support Specialist jobs?

States with the most job openings for Escalations Support Specialist jobs include:

What job categories do people searching Escalations Support Specialist jobs look for?

The top searched job categories for Escalations Support Specialist jobs are:

Escalations Support Specialist jobs near you
Infographic showing various Escalations Support Specialist job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $51,399 per year, or $24.7 per hour.

Escalation Support Specialist

Procom Consultants Group

Richardson, TX • On-site

Contractor

Re-posted 19 days ago

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. 

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