advanced Support specialistJuniper Networks
Workplace: MetroManila, Manila, Taguig
Salary: Agreement
Work form: Full time
Posting Date: 08/11/2025
Deadline: 12/11/2020
About the Position:
This role supports Junipers' highest-level customers - working directly with the end customer and the Technical Account Managers to deliver a flawless Customer Service experience and ensure Customer Success. They will be working with the Logistics Team to better support the customers holistically.
Advanced Service Specialist will also work closely with JTAC Management and Customer Focused Technical Support engineers.
The agent will be relentless and strictly focused on fulfilling the customer's needs. Their job is not done until the customer indicates that their request has been fully addressed (both technical and administrative).
Responsibilities:
Incoming Phone Calls - Answer incoming helpdesk calls within established SLA. Open a case and attend to and own all customer ADMIN needs expediently, professionally and thoroughly. If the issue is of a Technical nature - agent will work with JTAC management to get the correct assistance as quickly as possible.
Case Management - Document all work using the required standards, methods and tools
Escalations Expert - This is the key function of this role. If for whatever reason the first attempt of the customer to get the support, they requested did not result in a positive solution. The Advanced Services Helpdesk Agent will become the focal point of the escalation when raised.
Follow-Up - Another key aspect of the position. There will be no assuming that *someone* took care of the customer. It is the responsibility of the Advanced Services Helpdesk Agent to reassure that ALL pieces and parts of the customer request when escalated are completed and signed off by the customer - be it technical or administrative.
Customer Alignment - The Advanced Services Helpdesk Agent will be familiar with each customer that is a part of the program. This will allow for personalization during each interaction. Agents will analyze customer metrics and assist as needed with the Services Management Team to identify trends and gaps.
Reporting - oversee the reporting as requested and ensure continuous improvement and accuracy
Global Planner Partner - Act as a business partner for the Planners for additional support
Best practices - Advice on best practice for the usage of tools, reporting and internal processes
System & Tools - Be point of contact in case of system issues and ensure these are solved in a timely fashion. Uses analysis skills to immediately resolve issues and perform root cause analysis to identify and prevent recurrence
Projects - May manage small projects
Minimum Qualifications:
Atlest 3 years Customer Service Experience
Preferred Qualifications:
Additional Degree, Industry/Market experience, Functional/Technical experience, Minimum number of years work experience.
Note: If they do not possess these, they still will be considered as meeting the basic requirements of position
Other Information:
Relocation is/is not available for this position
Travel requirements for the position
x-xxx%
Juniper Networks
This role supports Junipers' highest-level customers - working directly with the end customer and the Technical Account Managers to deliver a flawless Customer Service experience and ensure Customer Success. They will be working with the Logistics Team to better support the customers holistically.
Advanced Service Specialist will also work closely with JTAC Management and Customer Focused Technical Support engineers.
The agent will be relentless and strictly focused on fulfilling the customer's needs. Their job is not done until the customer indicates that their request has been fully addressed (both technical and administrative).
Responsibilities:
Incoming Phone Calls - Answer incoming helpdesk calls within established SLA. Open a case and attend to and own all customer ADMIN needs expediently, professionally and thoroughly. If the issue is of a Technical nature - agent will work with JTAC management to get the correct assistance as quickly as possible.
Case Management - Document all work using the required standards, methods and tools
Escalations Expert - This is the key function of this role. If for whatever reason the first attempt of the customer to get the support, they requested did not result in a positive solution. The Advanced Services Helpdesk Agent will become the focal point of the escalation when raised.
Follow-Up - Another key aspect of the position. There will be no assuming that *someone* took care of the customer. It is the responsibility of the Advanced Services Helpdesk Agent to reassure that ALL pieces and parts of the customer request when escalated are completed and signed off by the customer - be it technical or administrative.
Customer Alignment - The Advanced Services Helpdesk Agent will be familiar with each customer that is a part of the program. This will allow for personalization during each interaction. Agents will analyze customer metrics and assist as needed with the Services Management Team to identify trends and gaps.
Reporting - oversee the reporting as requested and ensure continuous improvement and accuracy
Global Planner Partner - Act as a business partner for the Planners for additional support
Best practices - Advice on best practice for the usage of tools, reporting and internal processes
System & Tools - Be point of contact in case of system issues and ensure these are solved in a timely fashion. Uses analysis skills to immediately resolve issues and perform root cause analysis to identify and prevent recurrence
Projects - May manage small projects
Minimum Qualifications:
Atlest 3 years Customer Service Experience
Preferred Qualifications:
Additional Degree, Industry/Market experience, Functional/Technical experience, Minimum number of years work experience.
Note: If they do not possess these, they still will be considered as meeting the basic requirements of position
Other Information:
Relocation is/is not available for this position
Travel requirements for the position
x-xxx%
Juniper Networks
Other Info
Taguig City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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Juniper Networks
About the company
Position advanced Support specialist recruited by the company Juniper Networks at MetroManila, Manila, Taguig, Joboko automatically collects the salary of , finds more jobs on Advanced Support Specialist or Juniper Networks company in the links above