Executive Escalation Manager

Executive Escalation Manager

Description -

Job Summary

Customer Relations Manager role is responsible for providing professional solutions to the organization’s end-users, dealers and service providers, arising from unresolved escalated case issues. The role addresses customers’ technical issues, handles open service requests, and provides and unparalleled seamless customer service experience. The role provides relevant accurate and timely information to customers, ensuring adherence to established procedures, guidelines, and policies.

Responsibilities

Resolve non‑technical issues for internal teams, external businesses, and end users through calls, e‑support, and proactive alerts.

Address service, product, technical, and customer‑relations inquiries, providing accurate information based on entitlement (warranty to mission‑critical).

Troubleshoot and resolve customer problems via phone and digital support channels.

Document case details, solutions, and insights clearly in both written and verbal form, contributing to the Knowledge Management System (KMS).

Proactively help customers reduce or avoid recurring issues.

Collaborate with cross‑functional teams to meet SLAs and ensure fast, efficient issue resolution.

Support escalation handling with end‑to‑end ownership and accountability.

Identify root causes and drive preventive or corrective actions.

Demonstrate strong customer passion and maintain a customer‑centric approach throughout escalation management.

• Education & Experience Recommended
• •Four-year Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• •Min of 8 years of work experience, preferably in telephone support, microcomputer industry, or a related field.

Knowledge & Skills

Excellent verbal and written communication skills.

• Experience in troubleshooting in a technical environment is an added advantage.
• Excellent analytical and problem solving skills.
• Excellent in quick and decision making skills.
• Software and hardware knowledge of computing, storage and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience.
• Excellent customer handling and negotiation skills.
• Moderate level of expertise in MS Excel and PowerPoint.

• Cross-Org Skills
• •Effective Communication
• •Results Orientation
• •Learning Agility
• •Digital Fluency
• •Customer Centricity

• Impact & Scope
• •Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

• Complexity
• •Learns to apply process and consumer guidelines to resolve complex escalations.

• Disclaimer
• •This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

No

Relocation -

No Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "