Customer Escalation Specialist - Networking

Customer Escalation Specialist - Networking

  

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

Job Description:

   

Job Family Definition:

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.

Duties and 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.

Education and Experience Required:

• 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

Knowledge and Skills:

• 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

Health & Wellbeing

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.

Personal & Professional Development

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 t