Customer Escalation Specialist - Networking; Shift

Hybrid Work Location

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

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next.

We value diverse backgrounds and offer flexible work arrangements, bold moves and a commitment to doing good.

• Provide professional solutions to end-users, dealers, and service providers regarding escalated case issues received via telephone and written correspondence.
• Act as escalation link for field employees, executives and channel partners on customer satisfaction issues, including product safety, pricing, availability, and complaints.

This role follows a 24x7 shift-based coverage model consisting of 1st, 2nd and 3rd shifts.

• 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 staggered within a 30–60 minute range to provide 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.
• Provide non‑technical post‑sales support using Juniper’s Apex Gov Cloud Service Console & CRM, following established Juniper policies and procedures.
• Work closely with Global Customer Care teams; manage technical support cases, account access issues, data integrity, software or license issues, contract and warranty inquiries, missed shipments, and logistics‑RMA processing.
• Coordinate RMA processing and dispatch of Juniper product parts through established service delivery logistics channels to parts depots or customers globally.
• Document issues comprehensively using Juniper tracking systems.
• Escalate difficult or technical issues to JTAC, Supervisor or Customer Service Manager.
• Participate in User Acceptance Testing (UAT) for Level One verification of existing functionality.
• Meet performance objectives, SLA, and customer satisfaction targets.

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

• Basic knowledge of Customer Relations and strong verbal and written communication skills.
• Knowledge of microcomputer hardware and basic operating system software.
• Networking and infrastructure knowledge.

We offer a comprehensive suite of benefits supporting physical, financial and emotional wellbeing, and career development programs to help you reach your goals.

HPE is an Equal Employment Opportunity/Veteran/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any protected category, and all decisions are made on the basis of qualifications, merit, and business need. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider qualified applicants with criminal histories.

We are aware of increasing fraudulent recruitment activities. HPE, its subsidiaries and affiliates, and authorized recruitment vendors will never charge a candidate a registration or hiring fee. We never request personal information such as bank account details, Social Security numbers, or national IDs via social media or chat. All legitimate job opportunities will come through official company channels. Report any suspicious activity as soon as possible.

Hourly Salary USD 18.61 - 39.42 in Texas.