Customer Escalation Specialist - Networking (Shift 1)

Summary: Hewlett Packard Enterprise is a global edge-to-cloud company that helps organizations connect, protect, and analyze their data. The Customer Escalation Specialist role focuses on providing professional solutions to end-users and service providers regarding escalated case issues, ensuring timely resolution of requests in a fast-paced environment. 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 Required Qualifications: - Bachelor's degree or equivalent experience and/or 1-2 years related experience in customer service in telecoms or networking company environment - Basic knowledge in the field 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 Preferred Qualifications: - Process Certifications preferred Required Skills: Juniper Apex GovCloud Service Console, CRM, Case management, Telecoms, Microcomputer hardware, Operating systems software, RMA processing, User Acceptance Testing, Writing/correspondence Benefits: Health & Wellbeing, Personal & Professional Development, Unconditional Inclusion, Variable incentives may also be offered, Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html