Client Services - Escalations

F3 Design; Town of North Hempstead (NY); Remote; USD 120,000 - 150,000; Full time

Job summary

Liss Technologies is seeking a senior Escalations Specialist in Client Services to own escalated incidents from initial intake through resolution, communicating across in-person, phone, and electronic channels beyond frontline helpdesk.

You will mentor junior staff, document steps and outcomes, and coordinate with internal teams and client contacts to ensure timely updates and high-quality support in a fast-paced managed services environment.

Qualifications

• 5+ years of helpdesk or escalation experience.
• Ability to troubleshoot hardware and software issues.
• Excellent communication with non-technical users.
• Experience documenting incidents and using ticketing systems.
• Certifications are a plus.

Responsibilities

• Serve as the primary escalation point for end user issues and staff requiring advanced technical assistance.
• Respond to escalated incidents and service requests via phone, email, ticketing systems, and direct support.
• Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, and account issues.
• Maintain end-to-end ownership of escalated requests, with timely follow-up and clear resolutions.
• Escalate unresolved, high-impact, or specialized issues per procedures.
• Provide clear, professional updates throughout the incident lifecycle.
• Assist in root cause analysis and share recommendations to improve service quality.
• Adhere to SOPs, service standards, and policies.
• Mentor junior Helpdesk staff and share best practices.

Skills

Customer service

Escalation management

Technical troubleshooting

Communication

Documentation

Mentoring

Prioritization

Tools

Ticketing systems

SaaS applications

Networking

Job description

Client Services - Escalations

Department: Managed Services

Employment Type: Full Time

Location: Liss Technologies - Remote

Compensation: $120,000 - $150,000 / year

Description

Acting as a senior point of resolution for issues beyond frontline Helpdesk scope, you'll respond to technical requests in person (where applicable), by phone, or electronically taking ownership of escalated incidents through to resolution while supporting and developing junior team members.

Key Responsibilities

• Serve as the primary escalation point for end user issues, client IT staff, and first line Helpdesk personnel requiring advanced technical assistance.
• Respond to escalated incidents and service requests through phone, email, ticketing systems, and direct support interactions.
• Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, account access, and application-related issues in a timely and effective manner.
• Maintain end-to-end ownership of escalated support requests, ensuring timely follow-up, clear communication, and appropriate resolution.
• Document incidents, troubleshooting steps, resolutions, and client interactions accurately within the designated support systems.
• Escalate unresolved, high-impact, or specialized issues to the appropriate teams in accordance with established procedures.
• Provide users and stakeholders with clear, professional updates throughout the lifecycle of each support request.
• Assist in root cause analysis for recurring issues and share recommendations that improve service quality and operational efficiency.
• Participate in and adhere to all standard operating procedures, service standards, and departmental policies.
• Support and mentor junior Helpdesk staff by sharing knowledge, reinforcing best practices, and assisting with more challenging issues as needed.

Day-to-Day Expectations

On a typical day, this role involves monitoring escalated support requests, troubleshooting advanced technical issues, and coordinating with internal teams or client contacts to move incidents toward resolution. You will gather relevant details, analyze problems methodically, document actions taken, communicate status updates clearly, and ensure each issue is followed through to completion or properly escalated further when necessary. Success in this role requires balancing urgency with accuracy, maintaining professionalism in every interaction, and contributing to a dependable support experience that reflects the standards of the Client Services team.

Skills, Knowledge & Expertise

• Strong customer service, interpersonal, and communication skills.
• Ability to diagnose and resolve complex technical issues efficiently and accurately.
• Working knowledge of desktop and server operating systems, business applications, printers, mobile devices, server hardware, SAAS applications and networking.
• Ability to explain technical concepts clearly to non-technical users and stakeholders.
• Strong organizational skills and attention to detail in documenting incidents, escalations, and resolutions.
• Ability to prioritize multiple issues and work effectively in a fast-paced support environment.
• Commitment to following procedures, maintaining professionalism, and delivering a high quality client support experience.

Ideal Candidate

The ideal candidate will bring 5+ years of experience in helpdesk, desktop support, escalation support, or technical support environments, with a demonstrated ability to troubleshoot hardware and software effectively. This individual should be comfortable working directly with end users, client IT contacts, and internal support teams while managing multiple priorities and maintaining a service-oriented approach in a fast-paced setting. Relevant industry certifications are a plus.