Customer Escalation Specialist – Networking

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Deliver expert solutions for unresolved escalated customer cases received through phone and written communication.

• Serve as an escalation point for field employees, executives, and channel partners concerning customer satisfaction matters.

• Assist Federal Government clients in a 24/7/365 operational environment.

• Resolve customer inquiries swiftly while adhering to quality standards.

• Utilize Juniper’s Apex GovCloud Service Console, CRM, and related systems for non-technical post-sales support.

• Manage technical support case openings, account access, data integrity, software and license issues, contract and warranty questions, shipments, and logistics/RMA processing.

• Coordinate the dispatch of Juniper product parts via service delivery logistics channels.

• Verify proof of delivery and address general customer service inquiries.

• Escalate complex or technical issues to JTAC, supervisors, or the Customer Service Manager.

• Collaborate with other Juniper departments and work alongside Global Customer Care teams.

• Maintain thorough documentation of issues within Juniper tracking systems.

• Participate in straightforward projects and Level One User Acceptance Testing.

• Achieve case-handling, SLA performance, and customer satisfaction goals.

⛳️ Requirements

• Bachelor’s degree or equivalent experience, along with 1–2 years of relevant customer service experience in a telecom or networking company.

• Process certifications are preferred.

• Fundamental understanding of customer relations.

• Proven verbal communication and customer service abilities.

• Familiarity with microcomputer hardware.

• Basic knowledge of operating systems software.

• Strong writing and correspondence skills.

• Understanding of networking/infrastructure concepts.

• Willingness to work staggered 24/7 shifts and weekend rotations.

🏝️ Benefits

• Health and wellbeing benefits that support physical, financial, and emotional health.

• Opportunities for personal and professional development.

• Flexible work arrangements and support for personal needs.

• An inclusive workplace that values individual uniqueness.