Executive Escalations Case Manager
Description -
Job Summary
• This role is responsible for resolving moderate to complex technical problems, providing comprehensive responses about services and products, and assisting customers proactively. The role collaborates with various teams to ensure seamless project outcomes, maintains customer relationships, recommends improvements, and coordinates departmental work while fostering positive relationships within the organization. The role operates independently, using established protocols to address customer concerns with moderate judgment.

Responsibilities
• Operates independently, adhering to established protocols to address customer concerns, with a degree of moderate judgment to complement the outlined process.
• Resolves technical problems of moderate to complex nature, encompassing hardware and software through incoming customer interactions 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 warranties, enterprise agreements, and even mission-critical support.
• Assists customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Works effectively with clients, programmers, QA testers, and managers to ensure seamless project outcomes.
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
• Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.
• Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.
• Identifies opportunities for improve

📌 Executive Escalations Case Manager (Bengaluru)
🏢 Hp
📍 Bengaluru