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Escalation Advisor Jobs (NOW HIRING)

nLeague

Consultant

Atlanta, GA · On-site

Serve as point of escalation, advisement, and coaching for technical issues encountered on a day-to-day basis by the BSA and DBA teams supporting PSJ applications. * Serve as SME and partner for AIM ...

Morristown Nissan

Service Advisor

Morristown, TN · On-site

As a Service Advisor, you will be responsible for managing incoming customer service requests and ... escalation procedures • Monitor and address customer complaints promptly and professionally • ...

New

Morristown Nissan

Service Advisor

Morristown, TN

As a Service Advisor, you will be responsible for managing incoming customer service requests and ... escalation procedures • Monitor and address customer complaints promptly and professionally • ...

New

HURC Healthcare Solutions

Physician Advisor

Physician Advisor The Physician Advisor provides physician-to-physician reviews, clinical guidance, education, and escalation support while promoting evidence-based practices and appropriate resource ...

Loxo

Technical Advisor

Austin, TX · Remote

$115K - $115K/yr

As a technical advisor, you will own the lifecycle of an issue from discovery to resolution ... Act as the primary owner for reported technical bugs, ensuring they are documented, escalated to ...

Insite Managed Solutions

Client Advisor

Charleston, WV · Remote

As a Client Advisor, you will partner with clients to enhance their customer experience strategies ... Serve as the senior escalation point for client issues, including resolution, service recovery, and ...

Loxo

Technical Advisor

Austin, TX · On-site

$115K - $115K/yr

As a technical advisor, you will own the lifecycle of an issue from discovery to resolution ... Act as the primary owner for reported technical bugs, ensuring they are documented, escalated to ...

Insite Managed Solutions

Client Advisor

As a Client Advisor, you will partner with clients to enhance their customer experience strategies ... Serve as the senior escalation point for client issues, including resolution, service recovery, and ...

PSECU

Contact Center Service Advisor

Harrisburg, PA · On-site

Member Interaction And Service Advisor Members Achieve More isn't just a tagline for us, it's part ... Communication and Escalation Management: Compose written correspondence to verify information or ...

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Escalation Advisor information

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How much do escalation advisor jobs pay per hour?

As of Aug 16, 2026, the average hourly pay for escalation advisor in the United States is $25.93, according to ZipRecruiter salary data. Most workers in this role earn between $18.51 and $29.81 per hour, depending on experience, location, and employer.

What is an escalation advisor?

Escalation Advisors are professionals who handle complex or unresolved customer issues that have been elevated beyond standard support channels. They act as the main point of contact for sensitive cases, working to resolve problems efficiently and with a high level of customer care. Escalation Advisors coordinate with various internal teams, analyze the root causes of issues, and ensure that solutions are provided in a timely manner. Their goal is to restore customer satisfaction and prevent similar problems in the future.

What skills and qualifications are needed to be an escalation advisor?

To thrive as an Escalation Advisor, you need strong problem-solving abilities, in-depth product or service knowledge, and experience in customer service or technical support roles. Familiarity with CRM systems, ticketing platforms like Zendesk or Salesforce, and sometimes ITIL certifications are commonly required. Exceptional communication, emotional intelligence, and conflict resolution skills help you manage tense situations and reassure customers. These skills ensure prompt, professional handling of complex issues, protecting customer satisfaction and maintaining the company's reputation.

How does an escalation advisor collaborate with other departments to resolve complex customer issues?

As an Escalation Advisor, you will regularly work cross-functionally with teams such as Customer Support, Technical Support, Product, and Operations. Your role involves gathering detailed information from front-line agents, coordinating with subject matter experts, and facilitating communication between departments to ensure timely and effective resolution of high-priority cases. Strong collaboration and communication skills are essential, as you'll often act as a liaison, keeping both customers and internal stakeholders updated throughout the escalation process.

What is the difference between Escalation Advisor vs Customer Support Specialist?

AspectEscalation AdvisorCustomer Support Specialist
Required credentialsTechnical knowledge, certifications in support or ITCustomer service skills, basic technical knowledge
Work environmentHigh-pressure, problem-solving focused, often in technical or IT sectorsCustomer interaction, troubleshooting, general support roles
Employer and industry usageTech companies, IT service providers, SaaS firmsRetail, telecom, tech, and service industries

Escalation Advisors focus on resolving complex technical issues and escalate cases when necessary, requiring specialized knowledge. Customer Support Specialists handle general customer inquiries and basic troubleshooting. While both roles involve customer interaction, Escalation Advisors typically work in more technical environments and handle more complex problems.

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What job categories do people searching Escalation Advisor jobs look for?

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Escalation Advisor jobs near you
Infographic showing various Escalation Advisor job openings in the United States as of August 2026, with employment types broken down into 90% Full Time, 8% Part Time, and 2% Contract. Highlights an 85% Physical, 5% Hybrid, and 10% Remote job distribution, with an average salary of $53,941 per year, or $25.9 per hour.

Consultant

nLeague

Atlanta, GA • On-site

Contractor

Re-posted 22 days ago

Job description

Job ID: 65407
Public Safety Applications Consultant 
Client: City of Atlanta
Duration: 12+ Months
Location: Remote
 
Summary:
  • The PSJ Applications Consultant is a pivotal operational and strategic role that directly supports several mission-essential systems used by Police, Fire, Corrections, the Courts, and other justice partners. These applications underpin day-to-day public safety operations, case management, incident response, and interagency coordination. This role provides technical leadership, portfolio oversight, strategic forethought, and coordination with multiple public safety agencies, ensuring the stability, compliance, and modernization of the systems they rely on.
  • The purpose of this Statement of Work (SOW) is to define the objectives and deliverables for the engagement between the City of Atlanta and the selected contractor.
 
Deliverables
 
CJIS Transition and documentation to CISO
  • Working with Chief Information Security Officer to orient them to protocols procedures and context for ensuring City of Atlanta remains compliant with CJIS. Document an SOP that thoroughly captures people, process, and technology for compliance with all CJIS requirements.
  • Serving as Subject Matter Expert in consultation for MFA implementation, MDT upgrades, and device encryption for APD.
 
JMS Implementation Consultation and Advisement
  • Working with the Department of Corrections, AIM, and Procurement to advise and consult on the overlap and implementation of the awarded jail management system. Specifically, advising on necessary integrations (GBI etc.), technical and compliance requirements to ensure a successful RFP process.
 
Municipal Court Records Management System Advisement
  • Advising technically and strategically with the Municipal Court of Atlanta on the history of the existing system and its schema.
  • Consulting on technical and infrastructure requirements for a system (post current agreement), to include advisement on the requirements to maintain the Middleware currently being implemented between Fulton and CoA.
 
Cloud Transition SME for PSJ Applications
  • Providing consultative advisement on transition of certain applications in the public safety and justice portfolio to the cloud, including identifying risks and issues, technical requirements and strategic direction.
 
E911 Move SME for Radio and CAD Environment
  • Working closely with the AIM Project Manager, AIM Infrastructure team, and the E911 leadership on determining the optimal path and plan for the radio and CAD infrastructure through the move the city’s E911 center.
 
Coaching and Advisement to PSJ Application Team
  • Serve as point of escalation, advisement, and coaching for technical issues encountered on a day-to-day basis by the BSA and DBA teams supporting PSJ applications.
  • Serve as SME and partner for AIM-involved PSJ projects.