Escalation Support Specialist

About the role

The Escalation Support Specialist at Cincy Connect Services improves customer resolution while supporting customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role ensures every handoff clearly shows what is complete, what is pending, and who owns the next step.

Success in this role is measured by making customer resolution more reliable and surfacing repeated failure points before they affect customers, partners, or teammates.

Responsibilities

• Use Omnichannel Service Support and Case Management confidently to execute escalation support.
• Apply Case Documentation without losing track of exceptions, owners, or deadlines.
• Document Ticket Management decisions clearly so another teammate can follow the reasoning.
• Use sound judgment in Help Desk Operations, especially when escalation is required instead of assumption.
• Coordinate the workflow by helping the team escalate complex cases with sufficient context for the next owner.
• Review and handle assigned customer or client requests as part of the workflow.
• Maintain the workflow by reviewing available case history before responding.
• Track and resolve routine issues within approved authority.
• Own the workflow by documenting commitments and next actions.
• Ensure remote execution leaves customer resolution accurate, secure, traceable, and ready for the next authorized teammate.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time, 100% remote within the United States.