Escalation & Resolution Specialist

Intelisys Inc; Wade Hampton (SC); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Life insurance

401(k) plan with matching

PTO and paid holidays

Job summary

ScanSource, Inc. is seeking an Escalation Specialist to review, route, and coordinate resolution of complex issues across partners, suppliers, and internal teams. You will document actions, provide status updates, and drive timely closure of escalations with a focus on customer satisfaction.

You will monitor escalation queues, collaborate cross-functionally, and contribute to KPI reporting and process improvements. Strong English communication and analytical skills are required.

Qualifications

• 5+ years of customer service, account management, or equivalent experience required.
• 3+ years of telecommunications or equivalent industry experience required.
• CRM experience required; RPM experience preferred.
• Ability to manage multiple priorities and work under pressure.
• Team player with collaboration on sensitive issues.
• Strong written and verbal communication skills in English across technical and business topics.

Responsibilities

• Review incoming issues, confirm required details, ensure contacts are included, and determine handling.
• Coordinate resolution across partners, suppliers, and internal teams to drive timely closure.
• Provide clear, professional communications including status updates and next steps.
• Document actions, communications, progress, and outcomes for case records.
• Facilitate coordination meetings to move issues forward when needed.
• Prioritize escalations based on urgency and business impact; monitor queues.

Skills

Customer service

Account management

Communication

Analytical thinking

Problem solving

Multitasking

Cross-functional collaboration

Tools

CRM software

Job description

ScanSource, Inc. is seeking an Escalation Specialist to review, route, and coordinate resolution of complex issues across partners, suppliers, and internal teams. You will document actions, provide status updates, and drive timely closure of escalations with a focus on customer satisfaction.

You will monitor escalation queues, collaborate cross-functionally, and contribute to KPI reporting and process improvements. Strong English communication and analytical skills are required.