Client Services - Escalations

This is a Fully Remote Job About Our Client: The organization operates within the managed services industry, addressing the challenge of resolving complex technical issues that exceed frontline helpdesk capabilities. By providing advanced escalation support, the program ensures effective resolution of technical incidents, enabling smoother IT operations for its clients. About the Opportunity: The CLIENT SERVICES - ESCALATIONS role serves as a senior point of contact for resolving advanced technical problems that surpass initial helpdesk support. This position is responsible for managing escalated incidents from receipt through resolution, maintaining clear communication, and supporting junior team members. The role contributes by ensuring timely and effective solutions, thereby enhancing overall client satisfaction and service reliability. Responsibilities: Act as the primary escalation contact for end user issues, client IT staff, and helpdesk personnel. Respond to escalated incidents via phone, email, ticketing systems, and direct support. Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, and application issues. Maintain ownership of escalated support requests, ensuring timely updates and resolution. Document incidents, troubleshooting processes, and resolutions accurately. Escalate unresolved or specialized issues following established procedures. Provide professional updates to users and stakeholders throughout support request lifecycles. Assist in root cause analysis and recommend improvements to service quality. Adhere to standard operating procedures, service standards, and departmental policies. Support and mentor junior helpdesk staff by sharing knowledge and assisting with complex issues. Requirements: Minimum of 5 years experience in helpdesk, desktop support, escalation, or technical support roles. Strong customer service, communication, and interpersonal skills. Proficient in diagnosing and resolving complex technical issues efficiently. Working knowledge of desktop/server operating systems, business applications, printers, mobile devices, server hardware, SaaS applications, and networking. Ability to explain technical concepts clearly to non-technical users. Strong organizational skills and attention to detail in documentation. Ability to prioritize multiple tasks in a fast-paced environment. Commitment to professionalism and high-quality client support. Relevant industry certifications are advantageous. Pay Range and Compensation Package: $120,000 - $150,000 per year Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.