Remote Government Customer Escalation Specialist

Hewlett Packard Enterprise; Spring (TX); On-site; USD 25,000 - 54,000; Full time

Job summary

Hewlett Packard Enterprise is seeking an entry-level Customer Service Specialist to support Federal Government customers on a 24x7 basis. You will handle escalated cases, provide non-technical post-sales support, and work closely with Global Customer Care teams.

The role involves diverse duties including case management, RMA processing, and ensuring timely delivery with adherence to SLAs. This is a remote position with flexible hours and weekend rotation possibilities.

Qualifications

• Basic knowledge in the field of Customer Relations.
• Knowledge of microcomputer hardware, basic-level knowledge of operating systems software.
• Demonstrated writing/correspondence skills.
• Networking/Infrastructure knowledge

Responsibilities

• Entry level Customer Service Specialist supporting our Federal Government Customers (24x7x365).
• Ensure timely resolution of requests in a fast-paced environment while maintaining the highest level of standards and quality.
• Work in Juniper’s Apex GovCloud Service Console & CRM, basic case management and use associated systems to provide non-technical post-sales support within established Juniper policies and procedures.
• Customers may be either external or internal and 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.

Skills

Customer relations

Verbal communication

Networking knowledge

Hardware knowledge

Education

Bachelor's degree or equivalent experience

Process certifications preferred

Job description

Hewlett Packard Enterprise is seeking an entry-level Customer Service Specialist to support Federal Government customers on a 24x7 basis. You will handle escalated cases, provide non-technical post-sales support, and work closely with Global Customer Care teams.

The role involves diverse duties including case management, RMA processing, and ensuring timely delivery with adherence to SLAs. This is a remote position with flexible hours and weekend rotation possibilities.