Customer Escalation Specialist – Networking

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

📋 Description

• Deliver expert solutions to end-users, dealers, and service providers for unresolved escalated matters.

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

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

• Address customer inquiries while achieving quality, SLA, and customer satisfaction benchmarks.

• Offer non-technical post-sales assistance using Juniper’s Apex GovCloud Service Console, CRM, and related systems.

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

• Dispatch Juniper product components via service delivery logistics channels to warehouses or customers worldwide.

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

• Escalate complex or technical matters to JTAC, Supervisor, or Customer Service Manager.

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

• Keep thorough documentation of issues in Juniper tracking systems.

• Participate in straightforward projects and Level One UAT verification of current functionalities.

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

• Operate within a 24x7 shift-based coverage model, including weekend rotations.

⛳️ Requirements

• Bachelor’s degree or equivalent 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.

• Knowledge of microcomputer hardware.

• Basic-level familiarity with operating systems software.

• Demonstrated writing and correspondence skills.

• Understanding of networking and infrastructure concepts.

• Willingness to work 24x7 shifts and weekend rotations.

🏝️ Benefits

• Health & Wellbeing benefits promoting physical, financial, and emotional wellness.

• Personal & Professional Development programs along with career advancement opportunities.

• Flexibility in managing work and personal needs.

• An inclusive workplace that celebrates individual uniqueness.