Customer Support Product Escalation Specialist in Slough

Here at Astro Technical Services we have a reputation for delivering the highest levels of customer support both to external B2C customers and internally to our customers business groups B2B. Our client is one of the largest manufacturers of Consumer Electronics in the World and has product ranges across multiple areas including Business, Home and Gaming. We have worked with this client for over 6 years now providing outsourced support services and we have repeatedly delivered on their requests to improve the Customer Support experience for their customers. They have asked us to provide an additional team member in the role of “Product Escalation Specialist”. We already have a member of staff delivering a high level of support in this role and our client is looking to add to this team to further improve their internal processes.

The Ideal candidate will be analytical by nature and detail oriented and be able to communicate at all levels sharing findings and trends within data sets provided.

*Scope of Work*

• Escalation Management
  • Design and implement efficient procedures for addressing customer escalations across products, software, and operations.
  • Act as the primary liaison for critical escalations, ensuring rapid resolution in collaboration with cross-functional teams.
  • Provide leadership and guidance to team members in conducting root cause analysis and implementing solutions.
• Stakeholder Engagement
  • Collaborate with internal teams, including Product Management, Engineering, and Operations, to address escalated concerns effectively.
  • Assist in improving customer support resources, including updates to documentation and help center content to preempt recurring escalation issues.
  • Present structured insights to stakeholders on emerging escalation trends and resolution activities.
• Reporting & Analytics
  • Develop and maintain detailed reports on escalated cases, including metrics such as resolution times, root causes, and patterns.
  • Identify and recommend proactive strategies to minimize future escalations.
  • Leverage analytical tools to assess and refine escalation processes and customer satisfaction.
• Training & Development
  • Coach team members on escalation protocols and advanced troubleshooting techniques.
  • Contribute to the creation and delivery of training sessions and supporting material to enhance team knowledge and efficiency.
  • Empower colleagues with tools and frameworks that improve customer resolution times and overall satisfaction.
• Process Optimization
  • Oversee ongoing process reviews to identify inefficiencies and implement improvements.
  • Conduct root cause analyses that directly address systemic product and process issues.
  • Collaborate with leadership to integrate feedback-driven refinements to customer care and escalation practices.

The CX Escalation Specialist is required to provide:

• Performance reports on escalated issues and corresponding solutions on a monthly and quarterly basis.
• Updated knowledge base content (e.g., FAQs) and aligned support documentation.
• Comprehensive training materials for internal and external teams.
• Data-driven recommendations to enhance resolution metrics and customer satisfaction.

Core Competencies: Demonstrates 3–5 years of experience in customer service, escalation management, or technical support.

• Proficiency in using customer support and analytical tools such as Zendesk, JIRA, Tableau, and Google Suite.
• Exceptional problem-solving capacity, with expertise in conducting root cause analysis.
• Strong written and verbal communication, particularly in conveying complex issues concisely to stakeholders.
• Proven ability to thrive in high-pressure environments, managing numerous escalations simultaneously.

Preferred Competencies: Knowledge of CX metrics, feedback loops, and customer sentiment analysis.

• Practical experience with Agile or Lean project methodologies.
• Proactive mindset with a proven track record of process enhancements and operational gains.

This role is a fully remote role and if required any equipment needed will be provided, a reliable and stable fibre internet connection is essential to this role.

Role Start date: ASAP

Hours of Work: 9am - 5pm 30 mins for lunch 37.5 hours a week, there may be the occasional out of hours call to be involved in due to our clients International Time difference.

Remuneration: 30k-32k dependant upon experience

Holiday: 28 days including Bank Holidays plus Some additional client provided long weekends

Pay: £30,000.00-£32,000.00 per year

Benefits: Employee discount, Sick pay, Work from home

Work Location: Remote