Job Description
Customer Escalation Specialist - Networking (Shift 2) This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Job Family Definition: 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.
