Remote Networking Escalation Specialist (24/7)

Hewlett Packard Enterprise Company; Springs (NY); On-site; USD 26,000 - 54,000; Full time

Job summary

Hewlett Packard Enterprise Company is seeking an entry-level Customer Escalation Specialist - Networking to support US federal government customers in a remote role. You will handle escalated cases via phone and written correspondence, act as escalation liaison for field personnel, and work within a 24x7 shift pattern with weekend rotations.

The role requires a Bachelor's degree or equivalent experience and may prefer certifications.

Qualifications

• 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
• Basic knowledge in customer relations and networking concepts

Responsibilities

• Provide professional solutions to end-users, dealers and service providers from unresolved escalated cases via phone and written correspondence
• Act as escalation link for field employees regarding customer satisfaction, availability and product/service issues
• Work in a 24x7 shift-based model (1st/2nd/3rd shifts) with overlapping hours and weekend rotations
• Use Juniper Apex GovCloud Service Console & CRM for non-technical post-sales support within policy
• Coordinate with Global Customer Care and other Juniper groups as needed
• Document issues thoroughly in Juniper tracking systems and participate in UAT when applicable
• Meet objectives for case handling, SLA performance and customer satisfaction

Skills

Customer service

Verbal communication

Networking knowledge

Team collaboration

Education

Bachelor's degree or equivalent

Tools

CRM software

GovCloud

Job description

Hewlett Packard Enterprise Company is seeking an entry-level Customer Escalation Specialist - Networking to support US federal government customers in a remote role. You will handle escalated cases via phone and written correspondence, act as escalation liaison for field personnel, and work within a 24x7 shift pattern with weekend rotations.

The role requires a Bachelor's degree or equivalent experience and may prefer certifications.