Customer Escalation Specialist – Networking
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Job Description
Remote customer escalation specialist supporting HPE’s federal networking customers. Handling cases, RMAs, account issues, and 24x7 service coverage through Juniper systems.
Responsibilities:
- Provide professional solutions for unresolved escalated case issues from end-users, dealers, and service providers
- Provide an escalation link for field employees, executives, and channel partners regarding customer satisfaction issues
- Support Federal Government customers in a 24x7x365 environment
- Resolve customer requests promptly while meeting quality standards
- Provide non-technical post-sales support using Juniper’s Apex GovCloud Service Console, CRM, and related systems
- Handle technical support case opening, account access, data integrity, software and license issues, contract and warranty inquiries, shipment issues, and logistics/RMA processing
- Coordinate dispatch of Juniper product parts through service delivery logistics channels
- Ensure proof of delivery and address general customer service questions
- Escalate difficult or technical issues to JTAC, a supervisor, or the Customer Service Manager
- Interface with other Juniper groups and Global Customer Care teams
- Maintain complete issue documentation in Juniper tracking systems
- Participate in simple/basic projects and Level One UAT verification
- Meet case-handling, SLA performance, and customer satisfaction objectives
- Work rotating first, second, and third shifts, including weekend rotations
Requirements:
- Bachelor’s degree or equivalent experience
- 1–2 years of related customer service experience in a telecoms or networking company environment
- Process certifications preferred
- Basic knowledge of customer relations
- Demonstrated verbal communication and customer service skills
- Knowledge of microcomputer hardware
- Basic knowledge of operating systems software
- Demonstrated writing and correspondence skills
- Networking/infrastructure knowledge
- Flexibility to work 24x7 shift-based coverage, including weekend rotations
Benefits:
- Health and wellbeing benefits supporting physical, financial, and emotional wellbeing
- Personal and professional development programs
- Flexible work and personal needs management
- Inclusive workplace and individual uniqueness celebrated
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