(Aplicar en 3 Minutos) Technical Service Advisor 4...

Technical Service Advisor 4 – Hewlett Packard Enterprise

Hybrid role with an expectation to work on average 2 days per week from an HPE office.

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Overview

The Advanced Services team provides exceptional outcomes and customer experience through forward-looking technical services to optimize network reliability and performance for designated customers. We help customers evaluate network performance, scalability, and security and provide recommendations on configurations and topologies to improve operational performance and mitigate risk. We collaborate on short-term projects such as recommendations and implementation of new Juniper software and hardware features in the customer’s network.

Key responsibilities

• Represent Juniper customer service to the customer and as a 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 the customer lifecycle to deliver efficiency and effectiveness.
• Support the account / customer with alignment to services sales and product sales activities.
• Track and manage the deliverables of Juniper Premium Care, Juniper Care Plus (JCP), Juniper Optimum Care (JOC), Advanced Customer Support (ACS), and related credits and training credits.
• Assist with cases resolved as per SLAs; expedite / escalate critical issues among Juniper technical support teams; provide technical inputs to facilitate resolution.
• Proactively escalate and assemble required experts to close critical issues.
• Serve as interlock between Customer and Juniper Professional Services, Advanced Services and Education Services for services delivered to the customer.
• Coordinate and oversee all customer service delivery into the account; maintain the support plan in cooperation with the Service Business Manager (SBM).
• Engage early on major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer.
• Conduct periodic reviews of Juniper service delivery metrics, SLA, and quality with the customer.
• Establish a customer-specific operational status and reporting framework (using ITIL); lead the delivery and presentation of status reports.
• Review open software defects and identify risks; partner with the customer to develop mitigation plans.
• Deliver proactive consulting services (e.g., health checks, upgrade analysis, config reviews, etc.).
• Collaborate with customers on periodic Juniper product health checks to identify improvements and optimize performance based on design / topology / configuration.
• Review network plans and assist in planning new feature implementation and product deployment; work with internal teams to resolve software risks.
• Engage with Juniper engineering teams to address potential product quality issues; document and share knowledge to improve support experiences.

Qualifications and experience

Skills

What we offer

Health & wellbeing, personal and professional development, and unconditional inclusion. We are committed to diversity and inclusion and provide programs to help you reach your career goals.

Equal opportunity statement

Hewlett Packard Enterprise is an Equal Employment Opportunity / Veterans / Disabled / LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category. Please review our Equal Employment Opportunity policy for details.

Job level : TCP_04 | Employment type : Full-time | Job function : Business Development and Sales | Industries : IT Services and IT Consulting

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