Remote Customer Escalations Specialist

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

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.