Executive Escalations 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"]

Independently handle complex customer escalations, resolving difficult hardware and software technical issues while providing comprehensive answers about services, products, and repairs. Lead proactive customer guidance, perform root-cause analysis of outages and trends, and coordinate cross-department work to improve processes and quality. Mentor lower-level roles, troubleshoot advanced problems with senior peers, and maintain trusted relationships across technical user accounts.

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FursaFursa
HP
HP
14 hours ago

Executive Escalations Manager

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

Job Summary

Independently handle complex customer escalations, resolving difficult hardware and software technical issues while providing comprehensive answers about services, products, and repairs. Lead proactive customer guidance, perform root-cause analysis of outages and trends, and coordinate cross-department work to improve processes and quality. Mentor lower-level roles, troubleshoot advanced problems with senior peers, and maintain trusted relationships across technical user accounts.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Independently address complex customer issues and ensure adherence to established protocols.
  • •Resolve difficult technical problems related to hardware and software through customer interactions and proactive notification systems.
  • •Provide comprehensive responses on services, products, technical matters, and repairs for current and obsolete offerings in line with customer entitlement.
  • •Perform root cause analysis of outages and trends, providing resolutions and feedback to address issues promptly and effectively.
  • •Coordinate departmental work and lead complex requests, assigning responsibilities and mentoring lower-level roles to improve organizational performance.

Key Requirements

  • •8+ years of related work experience, preferably in remote support, telephone support, or customer technologies/environments.
  • •Ability to independently address complex customer issues and resolve difficult technical problems related to hardware and software.
  • •Provide comprehensive support on services, products, technical matters, and repairs (including warranty coverage and mission-critical support).
  • •Perform root cause analysis of outages and trends to address issues promptly and effectively.
  • •Strong customer communication and customer-centric approach; capable of mentoring and guiding lower-level roles.
Experience:8+ yearsCustomer supportIT service management
Education:High School
Skills:Effective communicationResults orientationLearning agilityDigital fluencyCustomer centricity
Certifications:ITIL
Tech Stack:Active DirectoryAgile MethodologyAutomationComputer HardwareComputer ScienceDesktop SupportHelp Desk SupportInformation Technology Infrastructure LibraryIssue TrackingIT Service ManagementMicrosoft Office 365Microsoft Windows 10Operating SystemsTechnical 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