Executive Escalatons Manager

HP
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: high_schoolSkills: ["Effective communication","Results orientation","Learning agility","Digital fluency","Customer centricity"]

Handle complex customer escalations independently, resolving intricate hardware and software issues and providing end-to-end technical responses for products, components, and repairs. Proactively guide customers to prevent recurring problems, perform root-cause analysis for outages and trends, and coordinate cross-department work to improve service quality. Lead and assign complex requests, monitor and troubleshoot issues, mentor lower-level roles, and drive process improvements using IT service management practices and tools.

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FursaFursa
HP
HP
14 hours ago

Executive Escalatons Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Handle complex customer escalations independently, resolving intricate hardware and software issues and providing end-to-end technical responses for products, components, and repairs. Proactively guide customers to prevent recurring problems, perform root-cause analysis for outages and trends, and coordinate cross-department work to improve service quality. Lead and assign complex requests, monitor and troubleshoot issues, mentor lower-level roles, and drive process improvements using IT service management practices and tools.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Independently address complex customer issues while following established protocols.
  • •Resolve difficult and complex hardware and software technical problems through customer interactions and proactive notifications.
  • •Provide comprehensive responses on services, products, technical matters, and customer relations, including warranty/entitlement support.
  • •Perform root-cause analysis for outages and trends, monitor and troubleshoot complex problems, and collaborate internally on recommendations.
  • •Coordinate departmental work, identify improvement opportunities, lead complex requests, and mentor lower-level roles.

Key Requirements

  • •8+ years of related work experience, preferably in remote support/telephone support and customer environments.
  • •High School Diploma/GED/higher secondary education or commensurate work experience demonstrating competence.
  • •Proven ability to resolve complex technical problems involving hardware and software.
  • •Experience with IT service management and support tooling/processes.
  • •Knowledge of Active Directory and operating systems (e.g., Linux, Microsoft Windows 10).
Experience:8+ years
Education:High School
Skills:Effective communicationResults orientationLearning agilityDigital fluencyCustomer centricity
Certifications:ITIL
Tech Stack:Active DirectoryAgile MethodologyAutomationDesktop SupportHelp Desk SupportInformation Technology Infrastructure Library (ITIL)Issue TrackingIT Service ManagementLinuxMicrosoft AzureMicrosoft Office 365Microsoft Windows 10Operating SystemsPeripheral DevicesScriptingServiceNowTechnical Support

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn