Executive Escalatons Manager

HP; Bengaluru; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

HP is seeking an experienced technical support professional to independently handle complex customer issues, focusing on hardware and software problems, and providing detailed guidance on services and products.

The role emphasizes proactive customer engagement, mentoring of junior staff, and cross-team collaboration to resolve outages and improve processes. Strong communication and ITIL-aligned practices are valued.

Qualifications

• High school diploma or equivalent with related work experience.
• Experience in remote or telephone support is preferred.

Responsibilities

• Addresses complex customer issues independently and follows established protocols.
• Resolves technical problems related to hardware and software through customer interactions.
• Provides comprehensive responses about services, products, and technical matters, including features and repairs.
• Guides customers to mitigate problems and contributes to process improvements.
• Maintains trusted relationships with customers across technical users and accounts.
• Performs root cause analysis of outages and trends to provide timely resolutions.
• Coordinates work, identifies improvements, and mentors lower-level staff.

Skills

Effective communication

Results orientation

Learning agility

Digital fluency

Customer centricity

Education

High School Diploma / GED / Equivalent

Tools

ServiceNow

MicrosoftAzure

Linux

Microsoft Windows 10

MS Office

Job description

Description

This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.

Job Summary

This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.

Responsibilities

• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.
• Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
• Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
• Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
• Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
• Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications

• ITIL
• MS Office

Knowledge & Skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts multiple departments and leads large, cross-division functional teams or projects.

Complexity

• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

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)

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"