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Escalation Specialist

Chesterfield, MO 63017

Posted: 02/08/2024 Employment Type: Direct Placement Job Category: Infrastructure Technologies Job Number: 16440

Job Description

Adaptive Solutions Group is a premier provider of information technology personnel. We provide a variety of technical professionals available for contract, contract-to-hire, or direct placement positions to companies in and around the Kansas City and St. Louis areas.

We are currently looking for an Escalation Specialist to join our team.

  • Serve as the point of contact for escalated technical issues and customer complaints, demonstrating a high level of professionalism and empathy.
  • Analyze and troubleshoot complex technical problems, utilizing your in-depth knowledge of our products and services.
  • Collaborate with the frontline support team to gather relevant information and provide guidance on issue resolution.
  • Prioritize and manage multiple escalations simultaneously, ensuring timely and accurate updates to all stakeholders.
  • Communicate effectively with clients, keeping them informed of the progress and resolution of their escalated issues.
  • Document all escalations, including the steps taken and solutions provided in our ticketing system for future reference and knowledge sharing.
  • Identify recurring issues and propose improvements to prevent future escalations, working closely with the technical support and operations teams.
  • Provide feedback and suggestions to enhance our support processes and improve overall customer experience.

  • BSCS or equivalent experience PLUS relevant certifications such as CCNA, CompTIA Net+, VCP.
  • Proven experience in a technical support or customer service role within an MSP or IT services environment.
  • Strong knowledge of IT infrastructure, networking, and cloud technologies.
  • Excellent problem-solving skills with the ability to analyze complex issues and provide effective solutions.
  • Exceptional communication skills, both written and verbal, with the ability to convey technical information to non-technical individuals.

Adaptive Solutions Group offers a competitive compensation and benefits package that includes medical, dental, STD/LTD, life insurance coverage, 401k, paid vacation and holidays.

Adaptive Solutions Group is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

Job Requirements


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Shane Jackson

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