HP · 16 hours ago
Universal Escalations Case Manager
Rio Rancho, New Mexico, United States of America
Full-time
Onsite
Mid Level
$24/hr - $34/hr
3+ years expHP is a leading technology company, and they are seeking a Universal Escalations Case Manager to resolve customer issues while maintaining required metrics. The role involves owning complaints from beginning to end, regaining customer loyalty, and collaborating with various departments to find solutions.
ComputerConsumer ElectronicsHardwareIT InfrastructureSoftware
Responsibilities
Responsible for validating consumer and commercial customer entitlement, log case to provide a resolution or routing and dispatching an end-user to the proper resources
Act as a customer advocate
Collaborate with other departments within HP to find solutions
Monitor the service event through completion for compliance
Reviews customer feedback related to customer entitlement, case management, and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis
Leads projects for process or quality improvements (QA & sNPS) and documents changes
Works with escalated customers and drives actions in post incident reviews
Manages multiple tasks or cases simultaneously without supervision
Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types
Preserve customer relationships and protect the business
Total customer ownership. (Consumer and Commercial)
Qualification
Required
High school education or equivalent
Preferred 3-5 years applicable experience, or equivalent combination of experience and college education
Prior experience supporting Executive, Commercial and/or Consumer Escalations
Superior communication skills both written and verbal - Bilingual French/English
Experience in customer facing role either remote or face to face
Understands internal processes and tools such as USD, Global Newton, Sterling, Serial Number Repository, Serial Number Subassembly Tracker, Part Surfer, Warranty Entitlement, myPRS, S4, Excel, SharePoint, PowerPoint, Outlook, OneNote, WISE, Word, OBS, KCI Text Tool, SpeechMiner, SABA, Sandy, and HP.com
Computer proficiency
Problem solving skills
Accuracy in data entry
Excellent fluency in written and verbal English
Experience in a phone based remote role
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards
Advanced knowledge in call routing and case management processes for both E1 & E2 and obligation systems
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Organizational skills to manage workflow and tasks
Process analysis and documentation
Ability to mentor and train new agents
Ability to participate or lead in projects for process or quality improvements
Benefits
Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including;
4-12 weeks fully paid parental leave based on tenure
13 paid holidays
15 days paid time off
Company
HP is a manufacturer and seller of personal computers, printers, computer hardwares, and business solutions.
10001+ employees
H1B Sponsorship
HP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (193)
2024 (187)
2023 (190)
2022 (200)
2021 (178)
2020 (183)
Funding
Current Stage
Public CompanyTotal Funding
$5.25BKey Investors
U.S. Department of CommerceBerkshire Hathaway
2025-04-14Post Ipo Debt· $1B
2024-08-27Grant· $50M
2022-04-06Post Ipo Equity· $4.2B
Leadership Team
Alex Paranicas
Senior Director, Corporate Strategy
Andrew Bolwell
Chief Disrupter and Global Head of HP Tech Ventures
Recent News
PCMag Australia
2026-01-25
Small Business Trends
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2026-01-24
Company data provided by crunchbase