Technical Service Advisor 4- Bilingual (English/Spanish)
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.
Who We Are:
Job Description:
- 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.
Key responsibilities include the following, but are not limited to:
- The two main aspect of the role would be to represent Juniper customer service to the customer and as representative of the customer back to Juniper.
- Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team. Understand customer lifecycle to deliver efficiency and effectiveness to the customer.
- Support the account/customer with alignment to services sales and product sales activities.
- Tracking and managing the deliverables of Juniper Premium Care, Juniper Care Plus (JCP), Juniper Optimum Care (JOC), Advanced Customer Support (ACS), and advanced options including credits and training credits for the customer or partner.
- 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.
- Proactively escalates and brings people with required expertise together in order to bring criti