Customer Escalation Specialist - Networking in Abbeyville, Colorado at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Escalation Specialist - Networking based in the United States.

This is an entry-level customer service opportunity supporting federal government customers in a fast-paced networking and infrastructure environment.
You will help manage customer requests, escalations, service cases, and post-sales support across a 24x7x365 operation.
The role combines customer relationship skills with foundational knowledge of networking, hardware, software, and service processes.
You will collaborate closely with global customer care, technical support, logistics, and internal service teams to drive timely resolutions.
Your work will directly contribute to SLA performance, customer satisfaction, accurate case management, and reliable service delivery.
The position is remote/teleworker and requires flexibility to work rotating first, second, and third shifts, including weekend rotations.
It offers an opportunity to build valuable experience in networking services, enterprise customer support, and technology operations.

• Provide timely, professional, and accurate customer service to federal government customers through a 24x7x365 support model.
• Manage customer cases and requests using CRM and service-management platforms, ensuring issues are properly documented and tracked through resolution.
• Provide non-technical post-sales support for matters including account access, software and licensing, contracts, warranties, shipments, logistics, and service requests.
• Open and manage technical support cases when required, escalating complex or technical matters to appropriate technical support teams, supervisors, or customer service management.
• Coordinate return merchandise authorization (RMA) activities, including product and parts dispatch through established logistics channels and confirmation of proof of delivery.
• Work closely with global customer care and cross-functional teams to resolve customer issues efficiently and maintain service quality.
• Identify and escalate customer satisfaction concerns, including service availability, pricing concerns, product issues, and complaints.
• Maintain complete and accurate records in the appropriate tracking systems and ensure cases are handled in accordance with established policies and procedures.
• Support simple projects and participate in basic User Acceptance Testing (UAT) to verify existing functionality.
• Consistently meet case-handling, SLA, service performance, and customer satisfaction objectives.

• Bachelor's degree or equivalent professional experience, with 1–2 years of relevant customer service experience, preferably within telecommunications, networking, or technology environments.
• Basic knowledge of customer relations and demonstrated ability to deliver professional, customer-focused service.
• Foundational understanding of networking and IT infrastructure.
• Basic knowledge of computer hardware and operating system software.
• Strong verbal communication and customer service skills, with the ability to interact professionally with both internal and external customers.
• Good written communication and correspondence skills, including the ability to document customer issues clearly and accurately.
• Ability to work effectively in a fast-paced, process-driven environment while maintaining quality and attention to detail.
• Ability to collaborate with multiple teams and escalate issues appropriately when additional technical or managerial support is required.
• Flexibility to work a rotating 24x7 shift schedule, including first, second, and third shifts as well as weekend rotations.
• Process-related certifications are considered a plus.

• Remote/Teleworker position, primarily working from home.
• Comprehensive benefits designed to support physical, financial, and emotional wellbeing.
• Opportunities for personal and professional development, including programs designed to support long-term career growth.
• Inclusive and collaborative work environment that values diverse backgrounds, perspectives, and experiences.
• Base hourly salary range of USD 18.61–39.42 for positions in North Carolina and Texas, with actual compensation depending on factors such as location, experience, education, training, and skills.
• Variable incentives may also be available.
• Access to a comprehensive employee benefits program and resources supporting employees and their families.
• Opportunity to gain experience supporting federal government customers within a global networking and technology services environment.