Customer Escalation Specialist – Networking

🔥 0 minutes ago

🌲 North Carolina, Texas – Remote

🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $18 - $39 / hour

⏰ Full Time

🟢 Junior

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Hewlett Packard Enterprise

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2015

🏢 Enterprise

🔧 Hardware

☁️ SaaS

Enterprise • Hardware • SaaS

Hewlett Packard Enterprise is a global technology leader providing innovative IT solutions to empower businesses. HPE offers a comprehensive portfolio of products and services, including the HPE GreenLake edge-to-cloud platform, which delivers a hybrid cloud experience enabling businesses to manage workloads across private and public clouds seamlessly. Additionally, the company specializes in supercomputing, networking, and storage solutions, along with AI and data analytics capabilities to drive productivity and operational efficiency. HPE is committed to helping organizations enhance their digital transformations while securing data and optimizing IT infrastructure.

📋 Description

• Provide professional solutions for unresolved escalated customer cases received by telephone and written correspondence • 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 • Use Juniper’s Apex GovCloud Service Console, CRM, and associated systems for non-technical post-sales support • Handle technical support case openings, account access, data integrity, software and license issues, contract and warranty inquiries, shipments, 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, supervisors, or the Customer Service Manager • Interface with other Juniper groups and collaborate with Global Customer Care teams • Maintain complete issue documentation in Juniper tracking systems • Participate in simple/basic projects and Level One User Acceptance Testing • Meet case-handling, SLA performance, and customer satisfaction objectives

🎯 Requirements

• Bachelor's degree or equivalent experience and/or 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-level knowledge of operating systems software • Demonstrated writing and correspondence skills • Networking/infrastructure knowledge • Flexibility to work staggered 24x7 shifts and 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 support for individual uniqueness