Job Summary

InfoTech Solutions is seeking a highly motivated and detail-oriented Escalation Support Specialist to join our dynamic remote team. In this role, you will serve as a key point of contact for complex customer issues that require advanced troubleshooting and problem resolution. You will work closely with cross-functional teams to ensure customer satisfaction while maintaining the company’s high-quality standards. This is a fully remote opportunity, providing flexibility while enabling you to make a meaningful impact in a fast-paced support environment.

Key Responsibilities

• Manage escalated customer inquiries and complaints, ensuring timely and effective resolution.

• Analyze complex issues, determine root causes, and provide actionable solutions.

• Collaborate with technical and operational teams to implement fixes and improvements.

• Document escalation cases, resolutions, and best practices for knowledge sharing.

• Identify recurring issues and recommend process or system enhancements.

• Maintain a high level of customer service, professionalism, and empathy in all communications.

• Monitor case progress, providing updates to both internal teams and customers.

• Participate in team meetings and training sessions to continuously improve skills and service quality.

Required Skills and Qualifications

• Excellent written and verbal communication skills in English.

• Strong analytical and problem-solving abilities.

• Ability to handle challenging situations and resolve conflicts effectively.

• Familiarity with CRM systems, ticketing platforms, and remote support tools.

• Solid understanding of customer service principles and escalation procedures.

• Self-motivated and capable of working independently in a remote environment.

• High attention to detail with the ability to multitask and prioritize workload.

Experience

• Minimum 1–3 years of experience in customer support, technical support, or escalation management.

• Experience in a remote work setting is preferred but not mandatory.

• Prior experience with escalations, issue resolution, and cross-team collaboration is highly valued.

Working Hours

• Flexible full-time schedule with shifts aligned to company operations.

• Availability to work during core business hours and occasional extended hours as needed.

Knowledge, Skills, and Abilities

• Proficient in Microsoft Office Suite and online collaboration tools.

• Strong organizational and time management skills.

• Ability to remain calm and professional under pressure.

• Quick learner with adaptability to evolving technologies and processes.

• Empathetic approach to customer interactions with a focus on solution-oriented outcomes.

Benefits

• Competitive salary and performance-based incentives.

• Fully remote work with flexibility in schedule.

• Professional development opportunities and ongoing training.

• Supportive team environment with regular engagement and feedback sessions.

• Health and wellness benefits (as applicable per location).

• Recognition programs for outstanding performance.

Why Join InfoTech Solutions

Joining InfoTech Solutions means becoming part of a forward-thinking company that values innovation, excellence, and employee growth. As a remote Escalation Support Specialist, you’ll have the opportunity to develop your career, work in a flexible environment, and make a tangible impact on customer satisfaction. Our commitment to professional development ensures that your skills continue to grow while you thrive in a supportive and collaborative team culture.

How to Apply

To apply, please submit your updated resume and a cover letter highlighting your relevant experience and why you’re a great fit for this role. Applications can be submitted through our careers portal on the InfoTech Solutions website or via the official job listing link. Shortlisted candidates will be contacted for an initial remote interview.