HP
Executive Escalation Manager
India · Work style not stated · Full time
Apply on the employer’s site ↗See how well you match this job
You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.
About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerHP
- LocationIndia
- Work styleWork style not stated
- Employment typeFull time
- Employer posted
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.
Show full description
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’sEEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"
Check your resume against this job Free, no sign-up. Nothing you paste is stored.
Staying safe while you apply
- Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
- Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
- Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.
Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.
Preparing for this role with ROLIVA
- Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
- Prepare honestly.
Build interview stories and application drafts from your own evidence.
- Keep track.
Save the role and record your own application status and follow-ups.
At a glance
- Employment typeFull time
- Employer posted
- Added to ROLIVA
- Last checked
Skills in this posting
Skills ROLIVA found in the employer’s own description above. A mention is not a requirement.