Frontline Support Analyst – Customer Service & Escalations

alllinestechnology; Pittsburgh (Allegheny County); On-site; USD 45,000 - 65,000; Full time

Job summary

alllinestechnology is seeking a highly organized Support Analyst to ensure smooth end-user transitions by delivering frontline support and clear communication throughout the process. You will handle inquiries via phone, email, and chat, escalate issues to appropriate teams, document interactions, and help maintain FAQ and support docs while monitoring rollout progress and trends for leadership.

This role emphasizes customer service excellence, strong organization, and calm professionalism under

Qualifications

• Experience in a customer service or support role.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication.
• Ability to manage multiple tasks and prioritize effectively.
• Comfortable in a fast-paced, dynamic environment.
• Willingness to learn basic software systems.
• Experience with ticketing or help desk tools is a plus.
• Understanding of escalation protocols and issue tracking.

Responsibilities

• Serve as the first point of contact for users.
• Provide customer service via phone, email, and chat.
• Escalate issues to appropriate teams promptly.
• Document user interactions and issues clearly.
• Collaborate with internal teams to resolve escalated issues.
• Create and maintain support documentation and FAQs.
• Monitor rollout progress and report trends to leadership.

Skills

Customer service

Organizational skills

Communication skills

Multitasking

Fast-paced environment

Willingness to learn software systems

Ticketing systems experience

Escalation management

Tools

Ticketing systems

Job description

alllinestechnology is seeking a highly organized Support Analyst to ensure smooth end-user transitions by delivering frontline support and clear communication throughout the process. You will handle inquiries via phone, email, and chat, escalate issues to appropriate teams, document interactions, and help maintain FAQ and support docs while monitoring rollout progress and trends for leadership.

This role emphasizes customer service excellence, strong organization, and calm professionalism under