User Support & Escalation Specialist

alllinestechnology; Pittsburgh (Allegheny County); On-site; USD 42,000 - 64,000; Full time

Job summary

alllinestechnology is seeking a highly organized Support Analyst to provide frontline user support, manage escalations, and maintain clear communication throughout transitions.

The role emphasizes excellent customer service, strong organizational skills, and the ability to work in a fast-paced environment. Training on internal systems and collaboration with IT and product teams will be part of the onboarding process.

Qualifications

• Proven experience in a customer service or support role.
• Excellent organizational skills and attention to detail.
• Strong communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritise effectively.
• Comfortable working in a fast-paced, dynamic environment.
• Basic familiarity with software systems or willingness to learn quickly.
• Experience with ticketing systems or help desk tools is a plus.
• Understanding of escalation protocols and issue tracking.
• Ability to remain calm and professional under pressure.

Responsibilities

• Serve as the first point of contact for users.
• Provide exceptional customer service and support via phone, email, and chat.
• Escalate technical issues and user concerns to the appropriate teams promptly.
• Track and document user interactions and issues in a clear and organized manner.
• Collaborate with internal teams to ensure timely resolution of escalated issues.
• Assist in creating and maintaining support documentation and FAQs.
• Monitor rollout progress and report trends or recurring issues to leadership.

Skills

Customer service

Organizational skills

Communication skills

Multitasking

Fast-paced environment

Learning agility

Ticketing systems experience

Escalation protocols

Calm under pressure

Tools

Help desk software

Job description

alllinestechnology is seeking a highly organized Support Analyst to provide frontline user support, manage escalations, and maintain clear communication throughout transitions.

The role emphasizes excellent customer service, strong organizational skills, and the ability to work in a fast-paced environment. Training on internal systems and collaboration with IT and product teams will be part of the onboarding process.