Customer Escalation Specialist – Networking

🔥 0 minutes ago

🌲 North Carolina, Texas – Remote

🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $18 - $39 / hour

⏰ Full Time

🟢 Junior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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 to end-users, dealers, and service providers for unresolved escalated cases • 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 while meeting quality, SLA, and customer satisfaction targets • Provide non-technical post-sales support using Juniper’s Apex GovCloud Service Console, CRM, and associated systems • Handle technical support case openings, account access, data integrity, software and license issues, contract and warranty inquiries, missed shipments, and logistics/RMA processing • Dispatch Juniper product parts through service delivery logistics channels to depots or 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 and collaborate with Global Customer Care teams • Maintain complete issue documentation in Juniper tracking systems • Participate in simple/basic projects and Level One UAT verification of existing functionality • Meet case-handling, SLA performance, and customer satisfaction objectives • Work a 24x7 shift-based coverage model, 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-level knowledge of operating systems software • Demonstrated writing/correspondence skills • Networking/infrastructure knowledge • Flexibility to work 24x7 shifts and weekend rotations

🏖️ Benefits

• Health & Wellbeing benefits supporting physical, financial and emotional wellbeing • Personal & Professional Development programs and career development opportunities • Flexible work and personal needs management • Inclusive workplace celebrating individual uniqueness