Intelisys: Escalation Specialist

Job description

Summary: The 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. Essential Job Duties: - Review incoming issues, confirm required details, ensure appropriate contacts are included, and determine how the issue should be handled. - Serve as the primary coordinator among partners, suppliers, and internal teams to drive timely resolution of escalated issues. - Provide clear, professional, and factual communication to partners and internal stakeholders, including status updates, next steps, and resolution expectations. - Manage escalations throughout the lifecycle by documenting actions, communications, progress, and outcomes to ensure accountability and complete case records. - Facilitate coordination meetings when necessary to move forward with an issue. - Prioritize and manage open escalations based on urgency and business impact, regularly monitoring escalation queues and systems fo...