Escalations Specialist

The Escalation Specialist is responsible for triaging a customer escalation across all products. The Escalation Specialist works cross-functionally with internal resources to set time requirements and expectations. You will analyze issues and coordinate the necessary resources required to get to a resolution.

Key Responsibilities

• Manage the initial triage and outreach of a submitted escalation
• Lead improvements by tracking details on the types of escalations to proactively monitor trends and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity
• Ability to translate technical concepts to peers, management, partners, and customers
• Provide functional expertise of Nextiva products in relation to escalations
• Work with client to test and confirm readiness to deploy remediated solutions to their production environments

Qualifications

• Prior experience working at a help desk or in a customer service/tech support call center
• Strong customer service focus
• Experience with VoIP and PBX
• QoS configuration experience
• Experience in troubleshooting circuits
• Advanced experience with BroadSoft
• Schedule flexibility (5:00 a.m. - 9:30 a.m. start time)
• Understanding of TCP/IP
• Understanding of troubleshooting and setting up VLANs
• Basic SBC knowledge
• Ability to use critical thinking to solve complex issues
• Strong work ethic and ability to thrive in a fast-paced environment
• A positive and flexible attitude for working in a fast-paced team across various functions
• Must have a commitment to supporting customers success with Nextiva's services
• Possess a passion for learning and instituting industry-leading support tactics and best practice
• Ability to walk customers through troubleshooting process
• Proficient in MS Office applications and experience with CRM are a plus
• Excellent verbal and written communication skills

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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