Customer Service specialist 2Juniper Networks

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.
Advanced Service Helpdesk Agents 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
Business Partner - Act as a business partner for the Customer Service and Support organization
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:
Minimum 5 years experience in Customer Service and Escalation handling
Should have calls/phone customer service experience
Preferred Qualifications:
Serve as a *Customer Advocate*
Good analytical and spreadsheet and business process skills
Proficient with MS office suite
MS Excel Expert
Salesforce.com experience - Minimum 3 years
Able to work with large data sets
Good soft and people skills/can-do attitude/always ready to assist
Commercial acumen
Must be willing and able to deal with a certain level of ambiguity
Juniper Networks

Taguig City, Metro Manila
Permanent
Full-time