Customer Escalation Specialist - Networking

Customer Escalation Specialist – Networking (Shift1)
Overview

Hewlett Packard Enterprise is a global edge‑to‑cloud company that helps organizations connect, protect, analyze, and act on their data and applications. This role is designed as Hybrid, working on average two days per week from an HPE office.

This position follows a 24×7 shift‑based coverage model in three shifts: 1st Shift 6:30AM–3:00PM, 2nd Shift 2:30PM–11:00PM, 3rd Shift 10:30PM–7:00AM. Shift times may vary and include weekend rotations.

• Provide professional solutions to end‑users, dealers, and service providers for escalated case issues received via telephone and written correspondence.
• Act as an escalation link for field employees, executives, and channel partners regarding customer satisfaction, availability, price dissatisfaction, product safety issues, and related complaints.
• Support the Federal Government customer base 24×7x365, resolving requests with high standards of quality and speed.
• Use Juniper’s Apex Gov Cloud Service Console and CRM for base case management and non‑technical post‑sales support according to Juniper policies.
• Handle a wide array of customer issues, including opening technical support cases, account access, data integrity, software or license problems, contract and warranty inquiries, missing shipments, and logistics‑RMA processing.
• Coordinate RMA work to ensure timely dispatch of Juniper product parts through established logistics channels, manage proof of delivery, and address general customer service questions.
• Escalate difficult or technical issues to JTAC, Supervisor, or Customer Service Manager as needed.
• Interface with other Juniper groups and document issues comprehensively using Juniper tracking systems.
• Participate in simple or basic projects such as User Acceptance Testing (UAT) level one and verify existing functionality.
• Meet or exceed objectives related to case handling, service performance against SLA, and customer satisfaction targets.

Education and Experience: Bachelor’s degree or equivalent experience; 1–2 years of customer service experience in telecom or networking environments.

Preferred

Certifications:

Process certifications.

Knowledge &

Skills:

• Basic customer relations, verbal and written communication skills.
• Knowledge of microcomputer hardware and basic operating system software.
• Networking and infrastructure awareness.

Hourly Salary USD 18.61 – 39.42 (Texas). Variable incentives may also be offered.

• Health and Well‑being support.
• Personal and professional development programs.
• Unconditional inclusion and flexible work arrangements.

Hewlett Packard Enterprise is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. The company does not discriminate on the basis of race, gender, or any other protected category, and all decisions are made on the basis of qualifications, merit, and business need.