Customer Escalation Specialist - Networking

The Customer Escalation Specialist provides professional solutions to end‑users, dealers, and service providers for unresolved escalated cases, handling inquiries via phone and written correspondence. The role operates on a 24x7 shift‑based schedule, supporting federal government customers and working with Juniper’s Apex GovCloud Service Console and CRM to manage cases, RMA logistics, and customer service issues. It requires strong verbal and written communication skills, basic networking knowledge, and the ability to document issues and collaborate with global customer care teams.