Customer Escalation Specialist - Networking

Customer Escalation Specialist - Networking

  

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Description:

   

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

This role follows a 24x7 shift-based coverage model consisting of 1st, 2nd, and 3rd shifts. Standard shift windows are approximately:

• 1st Shift: 6:30 AM – 3:00 PM

• 2nd Shift: 2:30 PM – 11:00 PM

• 3rd Shift: 10:30 PM – 7:00 AM

Schedules are intentionally staggered within a 30–60 minute range to provide overlap and continuous coverage. Exact hours may vary based on business needs, and the role requires flexibility, including participation in weekend rotations.

Duties and Responsibilities

• Entry level Customer Service Specialist supporting our Federal Government Customers (24x7x365). 

• Ensure timely resolution of request in a fast pace environment while maintain the highest level of standards and quality.

• Will work in Juniper’s Apex GovCloud Service Console & CRM, basic case management and will use associated systems to provide non-technical post-sales support within established Juniper policies and procedures. 

• Customers may be either external or internal.

• Will work closely with Global Customer Care teams. 

• Issues may include but are not restricted to opening technical support cases, account access issues, data integrity issues, software or license issues, contract and warranty inquiries, miss shipments, logistics-RMA processing.

• RMA related work - will ensure timely dispatch of Juniper products parts through established service delivery logistics channels to parts depots, or directly to customers globally.

• Ensuring Proof of Delivery and addressing general customer service questions.   Escalates difficult or technical issues to JTAC, Supervisor or Customer Service Manager. 

• Interfaces with other Juniper groups as required and as experience permits.

• Ensures complete and comprehensive issue documentation using appropriate Juniper tracking systems.

• Simple/Basic Projects.

• May participate in User Acceptance testing (UAT), Level one - verification of existing functionality.

• Meets required objectives in terms of case handling, supporting performance of service against SLA and customer satisfaction targets.

Education and Experience Required:

• Bachelor's degree or equivalent experience and/or 1-2 years related experience in customer service in telecoms or networking company environment

• Process Certifications preferred

Knowledge and Skills:

• Basic knowledge in the field of Customer Relations. Demonstrated verbal communication and customer service skills.

• Knowledge of microcomputer hardware, basic- level knowledge of operating systems software.

• Demonstrated writing/correspondence skills.

• Networking/Infrastructure knowledge

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Services

Job Level:

Entry

    

"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Hourly Salary USD 18.61 - 39.42 in North Carolina & Texas
The listed salary range reflects base salary. Variable incentives may also be offered."

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.