Customer Escalation Specialist - Networking

Hewlett Packard Enterprise; North Carolina; On-site; USD 26,000 - 55,000; Full time

Job summary

Hewlett Packard Enterprise is seeking an Entry-level Customer Service Specialist to support federal government customers. You will handle escalated cases via phone and written correspondence, and provide non-technical post-sales support using Juniper GovCloud CRM.

The role operates on a 24x7 shift model (1st, 2nd, 3rd shifts) with flexible hours, including weekend rotations. A bachelor’s degree or equivalent with 1–2 years of telecoms/customer service experience is expected.

Qualifications

• Bachelor’s degree or equivalent experience; 1–2 years in customer service in telecoms or networking.
• Knowledge of networking concepts and basic hardware understanding.
• Experience with CRM tools and written/verbal communication skills.

Responsibilities

• Provide professional solutions to end-users, dealers and service providers via escalated cases.
• Serve as escalation link for field employees and channel regarding customer satisfaction issues.
• Support a 24x7 shift-based coverage model across 1st, 2nd and 3rd shifts.
• Use Juniper GovCloud Service Console & CRM for non-technical post-sales support.
• Coordinate with Global Customer Care teams and interfaces with other groups as needed.
• Address issues including access, data integrity, licenses, contracts, and RMAs.
• Document issues in Juniper tracking systems and participate in validation testing.
• Meet objectives for SLA performance and customer satisfaction targets.

Skills

Customer relations

Verbal communication

Written communication

Networking knowledge

Hardware knowledge

Operating systems basics

Education

Bachelor's degree or equivalent experience

1-2 years customer service in telecoms or networking

Process certifications preferred

Tools

Juniper GovCloud CRM

CRM systems

Job description

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

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

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.

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 North Carolina & 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 https://myhperewards.com/main/new-hire-enrollment.html

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. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.