Customer Escalation Specialist – Networking

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

📋 Description

• Deliver professional resolutions for unresolved escalated case issues from end-users, dealers, and service providers.

• Offer an escalation point for field employees, executives, and channel partners concerning customer satisfaction challenges.

• Assist Federal Government clients in a 24x7x365 operational environment.

• Address customer inquiries swiftly while adhering to quality standards.

• Provide non-technical post-sales assistance utilizing Juniper’s Apex GovCloud Service Console, CRM, and associated systems.

• Manage the opening of technical support cases, account access, data integrity, software and licensing issues, contract and warranty questions, shipment concerns, and logistics/RMA processing.

• Oversee the dispatch of Juniper product components through service delivery logistics channels.

• Confirm proof of delivery and respond to general customer service inquiries.

• Refer complex or technical issues to JTAC, a supervisor, or the Customer Service Manager.

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

• Maintain thorough documentation of issues in Juniper tracking systems.

• Engage in simple/basic projects and Level One UAT verification.

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

• Work rotating shifts, including first, second, and third shifts, along with weekend rotations.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• 1–2 years of relevant customer service experience in a telecommunications or networking company setting.

• Preferred process certifications.

• Basic understanding of customer relations.

• Proven verbal communication and customer service abilities.

• Familiarity with microcomputer hardware.

• Basic understanding of operating systems software.

• Proven writing and correspondence skills.

• Knowledge of networking/infrastructure concepts.

• Willingness to work 24x7 shift-based coverage, including weekend rotations.

🏝️ Benefits

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

• Opportunities for personal and professional development.

• Flexible management of work and personal needs.

• An inclusive workplace that celebrates individual uniqueness.