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The differences between escalation specialists and 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 support specialist. Additionally, a support specialist has an average salary of $40,782, 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 support specialist are customer service, patients, and mental health.
| Escalation Specialist | Support Specialist | |
| Yearly salary | $36,240 | $40,782 |
| Hourly rate | $17.42 | $19.61 |
| Growth rate | 10% | 10% |
| Number of jobs | 67,740 | 125,740 |
| Job satisfaction | - | 3 |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 52% |
| 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 support specialist is responsible for assisting technical and administrative support, depending on the business need. Support specialists must have extensive knowledge of the services of the organization they work for to assist customers with their inquiries and resolve complaints efficiently. A support specialist maintains documents of issue resolution, providing recommendations to improve business strategies and procedures. Support specialists must be well-versed on technology systems, perform basic troubleshooting, and secure databases. They should also have impeccable customer service and communication skills to attend with customers' needs and requests.
Escalation specialists and support specialists have different pay scales, as shown below.
| Escalation Specialist | Support Specialist | |
| Average salary | $36,240 | $40,782 |
| Salary range | Between $20,000 And $64,000 | Between $25,000 And $64,000 |
| Highest paying City | New York, NY | New York, NY |
| Highest paying state | New York | New York |
| Best paying company | Meta | Microsoft |
| Best paying industry | Technology | Technology |
There are a few differences between an escalation specialist and a support specialist in terms of educational background:
| Escalation Specialist | Support Specialist | |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 52% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between escalation specialists' and support specialists' demographics:
| Escalation Specialist | Support Specialist | |
| Average age | 42 | 42 |
| Gender ratio | Male, 40.0% Female, 60.0% | Male, 38.4% Female, 61.6% |
| 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, 11.5% Unknown, 5.4% Hispanic or Latino, 15.9% Asian, 10.4% White, 56.4% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |