Customer Escalation Specialist - Networking (Shift 2)

Summary: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. They are seeking a Customer Escalation Specialist to provide professional solutions to end-users and support customer satisfaction issues, ensuring timely resolution of requests in a fast-paced environment. Responsibilities: - 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 - 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: We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing., We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division., We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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., Variable incentives may also be offered.