{"id":2368805,"url":"https://alion.io/job/scansource-intelisys-escalation-specialist","title":"Intelisys: Escalation Specialist","company":{"id":1843407,"name":"ScanSource","domain":"scansource.com","url":"https://alion.io/company/scansource","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":80,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":17,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Greenville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T12:48:10Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T05:48:16Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Summary:\nThe Escalation Specialist reviews and validates incoming escalations, determines the best path for resolution, and coordinates resolution efforts across partners, suppliers, and internal teams. This role is responsible for timely communication, accurate documentation, issue tracking, partner updates, and reporting insights that support continuous improvement.\nEssential Job Duties:\nReview incoming issues, confirm required details, ensure appropriate contacts are included, and determine how the issue should be handled.\nServe as the primary coordinator among partners, suppliers, and internal teams to drive timely resolution of escalated issues.\nProvide clear, professional, and factual communication to partners and internal stakeholders, including status updates, next steps, and resolution expectations.\nManage escalations throughout the lifecycle by documenting actions, communications, progress, and outcomes to ensure accountability and complete case records.\nFacilitate coordination meetings when necessary to move forward with an issue.\nPrioritize and manage open escalations based on urgency and business impact, regularly monitoring escalation queues and systems for new or aging issues.\nCoordinate with internal subject matter experts, suppliers, leadership, and support teams to remove barriers and help resolve issues at the appropriate level.\nEscalate issues appropriately when additional management involvement or specialized support is required, including higher-level operational, supplier, or internal process concerns.\nClose escalations by confirming outcomes, ensuring partner satisfaction, and capturing relevant case details for reporting and future improvement.\nContribute to reporting, KPI reviews, trend analysis, and continuous improvement efforts by identifying recurring issues and recommending process or documentation updates.\nParticipate in team meetings, training, and ongoing documentation reviews to stay current on escalation processes, supplier paths, and service expectations.\nReporting Relationships:\nReports to Director of Operational Excellence\nRequirements:\n5+ years of customer service, account management, or equivalent experience required.\n3+ years of telecommunications or equivalent industry experience required.\nCRM experience required; RPM experience preferred.\nAbility to manage multiple priorities at one time and work under pressure.\nAbility to perform daily job responsibilities with minimal direct interaction from supervisors.\nTeam player who can manage collaboration on sensitive issues.\nStrong analytical and problem-solving skills, attention to detail, and the ability to manage multiple priorities under pressure with minimal supervision.\nStrong written and verbal communication skills in English across technical and business topics.\nStrong follow-up habits and demonstrated ability to collaborate cross-functionally.\nWorking knowledge of supplier escalation processes, paths, and SLAs.\nPhysical Requirements:\nAbility to sit or stand at a computer terminal for long periods of time.\nAbility to lift up to 15 pounds.\nCompensation:\nCompensation Range: $60,000 - $75,000\nActual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.\nWhile we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.\nScanSource, Inc. is an Equal Opportunity Employer\n EOE/M/F","description_format":"text","description_chars":4030,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Resellers & VARs","Barcode & RFID Hardware"],"lifecycle":[{"event":"open","at":"2026-10-12T17:11:38Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":17,"reasons":["conf:3","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":false},"html_url":"https://alion.io/job/scansource-intelisys-escalation-specialist","json_url":"https://alion.io/job/scansource-intelisys-escalation-specialist.json","meta":{"generated_at":"2026-10-13T09:58:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15171,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1843407},"rest":"https://alion.io/mcp/rest/get_company?id=1843407"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fscansource-intelisys-escalation-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fscansource-intelisys-escalation-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fscansource-intelisys-escalation-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/scansource-intelisys-escalation-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fscansource-intelisys-escalation-specialist"}]}