Customer Escalation Specialist - Networking (Shift 3)

Customer Escalation Specialist - Networking (Shift 3) This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. Who We Are: 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 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. 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. This role follows a 24x7 shift-based coverage model consisting of 1st, 2nd, and 3rd shifts. Standard shift windows are approximately: 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. 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 What We Can Offer You: 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 to become a knowledge expert in your field or apply your skills to another division. Unconditional Inclusion 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. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #unitedstates Job: Services Job Level: Entry "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon 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." Information about employee benefits offered in the US can be found at HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. 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Hewlett Packard Enterprise Technology innovation that fosters business transformation. We Are In the Acceleration Business We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed. Standards of Business Conduct (SBC) The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors. Read more about how we win the right way. 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E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here. Accessibility Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified, differently abled individuals. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please email View email address on click.appcast.io. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability. Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. 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