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The differences between escalation specialists and service support specialists can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both an escalation specialist and a service support specialist. Additionally, a service support specialist has an average salary of $43,538, which is higher than the $36,240 average annual salary of an escalation specialist.
The top three skills for an escalation specialist include process improvement, customer complaints and inbound calls. The most important skills for a service support specialist are customer service, support services, and social work.
| Escalation Specialist | Service Support Specialist | |
| Yearly salary | $36,240 | $43,538 |
| Hourly rate | $17.42 | $20.93 |
| Growth rate | 10% | 10% |
| Number of jobs | 67,740 | 125,209 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 50% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
An escalation specialist is responsible for supporting and managing escalations while maintaining the relationships between departments and servicing client needs. Your day-to-day duties will include handling all ticket escalations, providing technicians direct feedback following the ticket resolution, and reviewing small projects based on technician and client requests. In addition, you will look for ways to improve client profitability and analyze client issues using root-cause analysis. You are also expected to attend meetings on process improvement and promote cooperative effort and teamwork.
A service support specialist's role is to assist clients by addressing and resolving their inquiries, concerns, and complaints. Their responsibilities typically revolve around responding to calls and correspondence, troubleshooting, analyzing customer needs, identifying the root of issues, and providing the necessary corrective measures, all to ensure efficiency and client satisfaction. There are also instances when they must perform follow-up calls, offer products and services, process payments, and even manage accounts. Furthermore, as a service support analyst, it is essential to engage with clients in a friendly yet professional approach, in adherence to the company's policies and regulations.
Escalation specialists and service support specialists have different pay scales, as shown below.
| Escalation Specialist | Service Support Specialist | |
| Average salary | $36,240 | $43,538 |
| Salary range | Between $20,000 And $64,000 | Between $26,000 And $72,000 |
| Highest paying City | New York, NY | New York, NY |
| Highest paying state | New York | Connecticut |
| Best paying company | Meta | Cheniere Energy |
| Best paying industry | Technology | Technology |
There are a few differences between an escalation specialist and a service support specialist in terms of educational background:
| Escalation Specialist | Service Support Specialist | |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 50% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between escalation specialists' and service support specialists' demographics:
| Escalation Specialist | Service Support Specialist | |
| Average age | 42 | 42 |
| Gender ratio | Male, 40.0% Female, 60.0% | Male, 39.2% Female, 60.8% |
| Race ratio | Black or African American, 11.2% Unknown, 5.2% Hispanic or Latino, 16.3% Asian, 10.6% White, 56.3% American Indian and Alaska Native, 0.4% | Black or African American, 11.8% Unknown, 5.3% Hispanic or Latino, 15.6% Asian, 10.6% White, 56.3% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |