Escalation Analyst

About the Role
FocusPoint is seeking Escalation Support Analysts for a client located in Brentwood, TN to provide on-site coverage during a short-term transition period. This role serves as the first point of contact for incoming escalation calls, following established procedures to triage and route issues appropriately. No specific technical systems knowledge is required, this is a coverage and coordination role rather than a hands-on technical troubleshooting position.

Responsibilities

• Provide on-site coverage during assigned shift windows
• Answer and triage incoming escalation calls following documented procedures
• Accurately log and route issues to the appropriate teams
• Communicate clearly with the on-site management team regarding call activity and any urgent items
• Maintain professionalism and reliability during assigned shift hours, including weekend and overnight coverage

Qualifications

• No specific technical certifications required
• Strong communication and phone presence
• Reliable, punctual, and comfortable working independently during assigned shifts
• Prior helpdesk, call center, or customer service experience preferred but not required
• Must be able to work on-site in Brentwood, TN for the full engagement

Additional Details

• W-2 employment through FocusPoint Holdings, Inc. No C2C or 1099 arrangements.
• Immediate start preferred due to a tight engagement window.

Why Work with FocusPoint
As a trusted staffing partner to industry-leading companies, FocusPoint provides access to roles that align with your professional goals, and we advocate for your success throughout the recruitment process. Our team understands appropriate skillsets and takes a consultative approach ensuring that each match is grounded in both experience and fit.

How to Apply
To ensure confidentiality and alignment with our client s hiring process, all applications must be submitted through FocusPoint. Please do not attempt to contact the client directly. Interested candidates should reach out to FocusPoint s recruitment team with any questions.