Customer Escalation Specialist - Networking; Shift

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

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.

• 1st Shift: 6:30 AM – 3:00 PM
• 2nd Shift: 2:30 PM – 11:00 PM
• 3rd Shift: 10:30 PM – 7:00 AM

Schedules are intentionally staggered within a 30–60 minute range to provide overlap and continuous coverage. Exact hours may vary based on business needs, and the role requires flexibility, including participation in weekend rotations.

• Entry level Customer Service Specialist supporting our Federal Government Customers (24x7x365).
• Ensure timely resolution of requests in a fast‑paced environment while maintaining the highest level of standards and quality.
• Work in Juniper’s Apex Gov Cloud Service Console & CRM, basic case management and use associated systems to provide non‑technical post‑sales support within established Juniper policies and procedures.
• Customers may be either external or internal.
• Work closely with Global Customer Care teams.
• Open technical support cases, account access issues, data integrity issues, software or license issues, contract and warranty inquiries, missing shipments, logistics‑RMA processing.
• RMA related work – ensure timely dispatch of Juniper product parts through established service delivery logistics channels to parts depots or directly to 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 as required and as experience permits.
• Ensure complete and comprehensive issue documentation using appropriate Juniper tracking systems.
• Perform simple/basic projects.
• Participate in User Acceptance Testing (UAT), level one – verification of existing functionality.
• Meet required objectives in terms of case handling, supporting performance of service against SLA and customer satisfaction targets.

• Bachelor’s degree or equivalent experience and/or 1–2 years related experience in customer service in telecoms or networking company environment.
• Process Certifications preferred.

• Basic knowledge in the field of Customer Relations and 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.

We strive to provide comprehensive benefits supporting physical, financial, and emotional wellbeing, including health & wellbeing programs and opportunities for personal & professional development. We are unconditionally inclusive and flexible in our work arrangements.

The expected salary/wage range for this position is provided below. Actual offer may vary from this range based on geographic location, work experience, education/training, and/or skill level.

• United States of America:
  Hourly Salary USD 18.61 – 39.42 in Texas.

The listed salary range reflects base salary. Variable incentives may also be offered.

HPE is an Equal Employment Opportunity, Veterans, Disabled, and LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are based on qualifications, merit, and business need.

HPE will comply with all applicable laws related to employer use of arrest and conviction records. We comply with laws requiring qualified applicants with criminal histories to be considered.

Recruitment Fraud Alert:
We have become aware of increased fraudulent recruitment activities. HPE and its authorized recruiters will never charge a candidate a registration fee, hiring fee, or any other fee. We never request personal information such as bank account details, Social Security numbers, or national IDs via social media or chat applications. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to local authorities immediately.