Remote Customer Escalation Specialist - Networking

Hewlett Packard Enterprise Company in; Spring (TX); On-site; USD 26,000 - 54,000; Full time

Benefits offered by this job

Health benefits

Job summary

Hewlett Packard Enterprise is seeking an entry-level Customer Escalation Specialist to support Federal Government customers in a remote, 24x7 environment. You will handle escalated cases via phone and written correspondence, coordinate with JTAC and global teams, and ensure timely issue resolution within SLA.

The role includes shift rotations (1st, 2nd, 3rd) and requires flexibility, strong written and verbal communication, and basic networking knowledge.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field, or 1-2 years in customer service in telecoms or networking environment.
• Basic knowledge of networking and infrastructure concepts.
• Strong written and verbal communication abilities.

Responsibilities

• Entry level Customer Service Specialist supporting Federal Government Customers (24x7x365).
• Ensure timely resolution of requests in a fast-paced environment while maintaining high standards of quality.
• Work in Juniper's Apex GovCloud Service Console & CRM, basic case management and use systems to provide non-technical post-sales support.
• Interacts with external or internal customers and with Global Customer Care teams.
• Escalates difficult or technical issues to JTAC, Supervisor or Customer Service Manager.
• RMA related work - dispatch of parts through service delivery channels to depots or customers globally.
• Document issues thoroughly using Juniper tracking systems.
• May participate in User Acceptance Testing (UAT), Level 1 verification of existing functionality.

Skills

Customer relations

Verbal communication

Customer service

Networking knowledge

Infrastructure knowledge

Hardware basics

Operating systems basics

Writing / correspondence

Education

Bachelor's degree or equivalent experience

1-2 years related experience

Job description

Hewlett Packard Enterprise is seeking an entry-level Customer Escalation Specialist to support Federal Government customers in a remote, 24x7 environment. You will handle escalated cases via phone and written correspondence, coordinate with JTAC and global teams, and ensure timely issue resolution within SLA.

The role includes shift rotations (1st, 2nd, 3rd) and requires flexibility, strong written and verbal communication, and basic networking knowledge.