Escalation Specialist at Nextiva

| Phoenix – Mesa – Scottsdale, AZ
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At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. We’re not your parent’s phone company.

Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service®.

Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We don’t study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company — we’re the backbone of the economy.

By joining our global team, you’re saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead. 

We’re actively looking for amazing people like you to join our team!

The Escalation Specialist is responsible for triaging a customer escalation across all products. The Escalation Specialist works cross-functionally to control and direct internal resources to set time requirements and expectations. You will analyze issues and coordinate 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


  • Prior experience working at a help desk or in a customer service/tech support call center
  • 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 a plus
  • Excellent verbal and written communication skills

So, why Nextiva? 

Nextiva is a trailblazer in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) industries. We’re outpacing our competitors, and it’s an exciting time to join our team. If you’re looking to join a fast-paced tech company with massive potential, Nextiva is the place for you. Our 1,000+ team members worldwide embrace our promise of Amazing Service. We’re passionate about upholding our energetic culture of forward-thinking, caring, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help take us to the next level. Nextiva provides an impressive benefits package and has a resilient company culture. Glassdoor named us one of the Best Places to Work in 2020 nationwide. Employees rate Nextiva a 4.9/5 on Comparably, and we’ve earned many more accolades along the way. 

Help us redefine the future of business communications. Apply today!

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.


More Information on Nextiva
Nextiva operates in the Artificial Intelligence industry. The company is located in Scottsdale, AZ. Nextiva was founded in 2006. It has 1500 total employees. It offers perks and benefits such as Friends outside of work, Eat lunch together, Disability Insurance, Dental Benefits, Vision Benefits and Health Insurance Benefits. To see all 42 open jobs at Nextiva, click here.
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