Customer Escalation Specialist – Networking

🕒 August 12

🌲 North Carolina, Texas – Remote

🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $18 - $39 / hour

⏰ Full Time

🟢 Junior

🦅 H1B Visa Sponsor

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👻 Ghost score 0%

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Hewlett Packard Enterprise

WebsiteLinkedInAll Job Openings

10,000+ employees

🏢 Enterprise

🔧 Hardware

🤖 Artificial Intelligence

💰 $1.5G Post-IPO Equity - Hewlett Packard Enterprise on 2025-04

Enterprise • Hardware • Artificial Intelligence

Hewlett Packard Enterprise is an enterprise-focused technology company that delivers infrastructure, software, and services to help organizations build, manage, and secure hybrid cloud and AI-enabled environments. The company’s offerings — reflected in the provided text — include servers and high-performance computing (HPE ProLiant, HPE Cray), enterprise storage (HPE Alletra), networking products and services (HPE Aruba, Juniper partnership), AI platforms and turnkey AI factories, hybrid cloud and as-a-service offerings (GreenLake), security and networking (Zero Trust, SASE), and a broad portfolio of professional, advisory, and support services. HPE positions itself as a partner for large organizations modernizing data centers, deploying AI at scale, and adopting hybrid cloud operations.

📋 Description

• Provide professional solutions for unresolved escalated case issues from end-users, dealers, and service providers • 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 • Provide non-technical post-sales support using Juniper’s Apex GovCloud Service Console, CRM, and related systems • Handle technical support case opening, account access, data integrity, software and license issues, contract and warranty inquiries, shipment issues, 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, a supervisor, or the Customer Service Manager • Interface with other Juniper groups and Global Customer Care teams • Maintain complete issue documentation in Juniper tracking systems • Participate in simple/basic projects and Level One UAT verification • Meet case-handling, SLA performance, and customer satisfaction objectives • Work rotating first, second, and third shifts, 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 knowledge of operating systems software • Demonstrated writing and correspondence skills • Networking/infrastructure knowledge • Flexibility to work 24x7 shift-based coverage, including 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 individual uniqueness celebrated