Service Management Specialist 1
**Key objectives**
The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers to evaluate network for performance, scalability, and security and provides recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new Juniper software and hardware features in the customer's network.
Juniper Services teams are passionate about enabling positive experiences. Helping customers get the very best from our products. Partnering to ensure success for all!
The Customer Service Specialist is a front-line multi-channel Customer Service representative responsible for delivering top-class customer service by providing monitoring, tracking, and ensuring compliance with client SLAs.
Customer Service Specialists will handle and resolve requests related to Technical, Administrative, and RMA (Return Material Authorization) or service logistics processes while ensuring customer satisfaction and service level agreement is met. Customer Service Specialist may participate in collaboration discussions with other members of the Integral Support Operations on improving systems and processes.
Customer Service Specialists can chat with technical people and translate the same to an executive level or with the Customers,
synchronizing and improving understanding.
**Principle Duties and Responsibilities**
- Monitor operational and logistic KPIs to meet the SLAs agreed with the customers.
- Gather and maintain the technical and logistic operation records (ops/logistic database).
- Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
- Address and take action to resolve customer escalations following defined business processes and or by coordinating with cross-functional and third-party teams.
- Keep track of any new and updated processes, products, and systems and ensure adaptation to daily operational tasks.
- Participation in an on-duty rotation to assist in troubleshooting and service restoration outside of business hours and at weekends.
- Create and update reports utilized for monthly and quarterly operational reporting.
- Share process knowledge and best practices with colleagues through peer-to-peer mentoring.
**Requirements**:
- Bachelor’s degree in telecommunications, systems, administration, or computing.
- Fluent in English language.
- Should have at least one (1) years of experience in service delivery or supplier chain.
- One (1) of experience in Key Performance Indicators and Configuration Management Database.
- One (1) of experience in call centers or customer services.
- Flexible and adaptive to ever changing fast paced environment.
- Ability to work during off-hours and weekends, providing On-Call duties.