Customer Escalation Specialist - Networking
New
J
JobgetherNetworking and Infrastructure
Based in the United States, 24x7x365 operation with rotating first, second, and third shifts, including weekend rotationsFull-TimeEntry
SalaryBase hourly salary range of USD 18.61–39.42 for positions in North Carolina and Texas
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Job Details
- Experience
- 1–2 years
- Required Skills
- Customer serviceNetworkingCRM
Requirements
- Bachelor's degree or equivalent professional experience.
- 1–2 years of relevant customer service experience, preferably within telecommunications, networking, or technology environments.
- Basic knowledge of customer relations and demonstrated ability to deliver professional, customer-focused service.
- Foundational understanding of networking and IT infrastructure.
- Basic knowledge of computer hardware and operating system software.
- Strong verbal and written communication skills with the ability to document issues clearly.
- Ability to work effectively in a fast-paced, process-driven environment.
- Ability to collaborate with multiple teams and escalate issues appropriately.
- Flexibility to work a rotating 24x7 shift schedule, including first, second, and third shifts as well as weekend rotations.
Responsibilities
- Provide timely, professional, and accurate customer service to federal government customers through a 24x7x365 support model.
- Manage customer cases and requests using CRM and service-management platforms, ensuring issues are properly documented and tracked through resolution.
- Provide non-technical post-sales support for matters including account access, software and licensing, contracts, warranties, shipments, logistics, and service requests.
- Open and manage technical support cases when required, escalating complex or technical matters to appropriate technical support teams, supervisors, or customer service management.
- Coordinate return merchandise authorization (RMA) activities, including product and parts dispatch through established logistics channels and confirmation of proof of delivery.
- Identify and escalate customer satisfaction concerns, including service availability, pricing concerns, product issues, and complaints.
- Support simple projects and participate in basic User Acceptance Testing (UAT) to verify existing functionality.
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