Client Services – Escalations

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main escalation point for end-user concerns, client IT teams, and front-line Helpdesk staff needing advanced technical support.

• Address escalated incidents and service requests via phone, email, ticketing systems, and direct support interactions.

• Diagnose and resolve intermediate to advanced issues related to hardware, software, connectivity, account access, and applications.

• Maintain complete ownership of escalated support requests, ensuring timely follow-up, clear communication, and suitable resolutions.

• Record incidents, troubleshooting processes, resolutions, and client interactions in the specified support systems.

• Escalate unresolved, high-impact, or specialized issues to the relevant teams.

• Provide clear and professional updates throughout each support request.

• Assist in identifying root causes for recurring issues and suggest improvements for service quality and operational efficiency.

• Adhere to standard operating procedures, service standards, and departmental policies.

• Support and mentor junior Helpdesk personnel.

• Oversee escalated support requests, troubleshoot advanced technical challenges, and collaborate with internal teams or client contacts.

• Collect relevant information, analyze problems, document actions taken, communicate status updates, and ensure issues are resolved or escalated further.

⛳️ Requirements

• Over 5 years of experience in helpdesk, desktop support, escalation support, or technical support environments.

• Excellent customer service, interpersonal, and communication abilities.

• Capability to efficiently and accurately diagnose and resolve complex technical challenges.

• Proficient understanding of desktop and server operating systems, business applications, printers, mobile devices, server hardware, SaaS applications, and networking.

• Ability to clearly explain technical concepts to non-technical users and stakeholders.

• Strong organizational skills and attention to detail when documenting incidents, escalations, and resolutions.

• Capacity to prioritize multiple issues and operate effectively in a fast-paced support environment.

• Dedication to following procedures, upholding professionalism, and delivering a high-quality client support experience.

• Relevant industry certifications are advantageous.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive work environment.