[Hiring] Customer Escalation Specialist @HPE

Role Description

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

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
• 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 requests in a fast-paced environment while maintaining the highest level of standards and quality.
• Work in Juniper’s Apex GovCloud Service Console & CRM, providing non-technical post-sales support within established Juniper policies and procedures.
• Customers may be either external or internal.
• Work closely with Global Customer Care teams.
• Handle issues including but not limited to:
• Opening technical support cases
• Account access issues
• Data integrity issues
• Software or license issues
• Contract and warranty inquiries
• Missed shipments
• Logistics-RMA processing
• Ensure timely dispatch of Juniper product parts through established service delivery logistics channels to parts depots or directly to customers globally.
• Ensure Proof of Delivery and address general customer service questions.
• Escalate difficult or technical issues to JTAC, Supervisor, or Customer Service Manager.
• Interface with other Juniper groups as required and as experience permits.
• Ensure complete and comprehensive issue documentation using appropriate Juniper tracking systems.
• Participate in simple/basic projects.
• May participate in User Acceptance Testing (UAT), Level one - verification of existing functionality.
• Meet required objectives in terms of case handling, supporting performance of service against SLA and customer satisfaction targets.

Qualifications

• 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.

Requirements

• Basic knowledge in the field of Customer Relations.
• Demonstrated verbal communication and customer service skills.
• Knowledge of microcomputer hardware and basic-level knowledge of operating systems software.
• Demonstrated writing/correspondence skills.
• Networking/Infrastructure knowledge.

Benefits

• Health & Wellbeing: A comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
• Personal & Professional Development: Specific programs catered to helping you reach career goals.
• Unconditional Inclusion: A commitment to inclusivity and flexibility in managing work and personal needs.