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Remote Escalations Representative Jobs in Sandy, UT

firsthand Health

Remote Triage Nurse

Provo, UT · On-site +1

$80K/yr

Triage and Escalation: Manage inbound clinical issues from firsthand staff and patients via phone ... Any communication from another domain claiming to represent firsthand is fraudulent. We will never ...

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Remote Escalations Representative information

See Sandy, UT salary details

$10

$23

$45

How much do remote escalations representative jobs pay per hour?

As of Aug 11, 2026, the average hourly pay for remote escalations representative in Sandy, UT is $23.01, according to ZipRecruiter salary data. Most workers in this role earn between $16.92 and $23.99 per hour, depending on experience, location, and employer.

How does a remote escalations representative typically collaborate with other departments to resolve complex customer issues?

As a Remote Escalations Representative, you'll often work closely with teams such as technical support, customer service, and product management to address and resolve complex or high-priority customer concerns. Collaboration usually involves virtual meetings, shared ticketing systems, and clear documentation to ensure all relevant information is communicated. Building strong professional relationships across departments is key, as many escalations require coordinated efforts and timely follow-ups. This cross-functional teamwork not only helps deliver solutions quickly but also enhances your understanding of company processes and opens up future career growth opportunities.

What is a remote escalations representative?

Remote Escalations Representatives are customer service professionals who handle complex or unresolved issues that have been escalated from initial support tiers. Working remotely, they communicate with customers via phone, email, or chat to resolve complaints, troubleshoot problems, and ensure customer satisfaction. They are skilled in conflict resolution, problem-solving, and often have advanced knowledge of company products or services. Their goal is to provide effective solutions while maintaining a positive customer experience. This role is essential for retaining customers and resolving issues that standard support cannot address.

What are the key skills and qualifications needed to thrive as a remote escalations representative, and why are they important?

To thrive as a Remote Escalations Representative, you need strong problem-solving abilities, customer service experience, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software and ticketing systems, such as Salesforce or Zendesk, is often required. Exceptional communication, patience, and conflict resolution skills help you manage challenging interactions and de-escalate difficult situations. These skills and tools are critical for efficiently resolving complex customer issues, maintaining satisfaction, and protecting the company’s reputation.

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

AspectRemote Escalations RepresentativeCustomer Support Specialist
CredentialsTypically requires customer service experience, problem-solving skills, and sometimes technical knowledgeUsually requires customer service experience, communication skills, and basic product knowledge
Work EnvironmentRemote, handling escalated issues that require advanced troubleshooting or conflict resolutionRemote or on-site, providing general support and assistance to customers
Industry UsageCommon in tech, SaaS, and e-commerce sectorsWidely used across various industries including retail, telecom, and tech

The Remote Escalations Representative focuses on resolving complex or escalated customer issues, often requiring technical skills and conflict resolution. In contrast, a Customer Support Specialist handles general customer inquiries and provides basic assistance. Both roles are essential in customer service but differ mainly in the complexity of issues managed and the level of technical expertise required.

What are popular job titles related to Remote Escalations Representative jobs in Sandy, UT? For Remote Escalations Representative jobs in Sandy, UT, the most frequently searched job titles are:
What job categories do people searching Remote Escalations Representative jobs in Sandy, UT look for? The top searched job categories for Remote Escalations Representative jobs in Sandy, UT are:
What cities near Sandy, UT are hiring for Remote Escalations Representative jobs? Cities near Sandy, UT with the most Remote Escalations Representative job openings:
Remote Escalations Representative jobs near you
Infographic showing various Remote Escalations Representative job openings in Sandy, UT as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution, with an average salary of $47,864 per year, or $23 per hour.

Senior Customer Support Representative (Remote)

ECP

Salt Lake City, UT • On-site, Remote

Full-time

Posted 5 days ago

Job description

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.

Role Overview 

As a Customer Support Specialist III (Level 3 Triage) at ECP, you serve as the final Support escalation point and primary technical triage resource before issues are escalated to Dev, Pharmacy, Billing, Compliance, or Product. You are responsible for reproducing complex customer issues, validating bugs, and ensuring that only well-documented, actionable cases reach downstream teams. 

This role focuses on deep technical investigation, quality control, and proactive product support. You act as the bridge between Support & other teams-reducing noise, improving issue quality, and helping ensure smoother releases through active participation in testing prior to product launches. 

In addition to triage responsibilities, this role supports continuous improvement by identifying systemic issues, strengthening documentation, and enabling Levels 1 and 2 through knowledge sharing. 

Core Responsibilities 

Technical Triage & Issue Replication 

  • Serve as the final Support escalation point for complex or ambiguous issues prior to Engineering or Product involvement 
  • Reproduce reported issues in staging or test environments to confirm behavior and isolate root causes 
  • Perform detailed technical investigation across product workflows, integrations, and configurations 
  • Determine whether issues represent product defects, configuration problems, or expected behavior 
  • Gather logs, screenshots, steps to reproduce, and environmental context to create complete, actionable tickets 
  • Act as a gatekeeper for escalations, ensuring only validated (to the best of ability) and properly documented issues are passed to Engineering 
  • Assisting with categorization of severity and prioritization of tickets and issues 
  • Monitor ticket data for trends and work proactively with leadership to address  
  • Act as a triage between support & Dev, "translating" ticket information to be digestible in both directions  
  • Act as backup for management needs when manager out of office or requires assistance 

Bug Validation & Release Support 

  • Validate suspected bugs by confirming reproducibility and impact 
  • Assist Engineering by providing clear reproduction steps, test scenarios, and customer context 
  • Participate in regression testing and validation of fixes prior to deployment 
  • Support Product and Engineering during release cycles by assisting with QA and pre-launch testing 
  • Help identify potential customer-impacting issues before product launches 

Documentation & Systems Management 

  • Maintain highly detailed ticket documentation following ECP best practices 
  • Ensure accurate categorization and tracking of bugs and escalations in HubSpot and ECP's ticketing system 
  • Contribute to internal technical documentation, troubleshooting workflows, and release notes 

Knowledge Sharing & Team Enablement 

  • Provide feedback loops Support regarding root causes and resolutions 
  • Deliver teach-backs after triaged issues to improve frontline troubleshooting and reduce escalation volume 
  • Serve as a technical product expert and trusted resource across Support 
  • Identify recurring patterns and recommend training, documentation, or product improvements 

Performance & Operational Excellence 

  • Maintain ownership of triaged issues through resolution, ensuring timely follow-up and cross-team communication 
  • Consistently meet or exceed established KPIs, SLAs, and quality standards 
  • Balance triage workload with testing, documentation, and team enablement responsibilities 

Expectations for Success in This Role 

  • Demonstrate strong ownership of technical investigations and escalation quality 
  • Exhibit advanced analytical thinking and attention to detail 
  • Deep understanding of all of our product offerings
  • Ensure Engineering receives complete, reproducible, and well-scoped tickets
  • Proactively improve Support effectiveness through documentation and coaching 
  • Maintain a customer-first mindset while operating in a highly technical capacity 
  • Uphold ECP values and represent Support professionally across all teams 

Requirements

Requirements
    • 3+ years Customer Service Experience
    • 1+ years escalated Technical Support Experience
    • Strong understanding of Billing/Financial terminology & process is preferred
    • Software experience, experience with JIRA, ServiceDesk, & UAT is preferred
    • Strong problem-solving capabilities, ability to replicate and test suspected bugs
    • Excellent verbal and written communication skills & ability to clearly communicate steps taken for replication, and suspected issues.
    • Comfort learning new systems and technologies quickly 
    • Bachelor or Associate's degree preferred
    • A remote work environment that is compliant with cybersecurity and other company workplace policies
    • Work Hours / Schedule:
      • The regular work hours will be 8:00 am CT ( 6:00 am PT, 7:00 am MT, 9:00 am ET) to 5:30 pm CT (3:30 pm PT, 4:30 pm MT, 6:30 pm ET), Monday through Friday.
      • Support team members are required to participate in the on-call/after-hours rotational schedule

Apply