Job Description
Are you ready to step into a dynamic role as a Customer Support Technician? At Gamma Communications, we are seeking a dedicated Customer Support Technician to join our growing managed services team. Gamma is a leading European UCaaS provider, delivering voice, data, and mobile solutions across the UK, Germany, Spain, and the Benelux region. We combine the speed and agility of a start-up with the reliability of an established leader, offering a collaborative environment that fosters innovation and career growth.
Why Become a Customer Support Technician at Gamma?
As a Customer Support Technician, you’ll play a critical role in owning customer issues end-to-end, ensuring every query is handled with efficiency and care. You will use diagnostic tools, collaborate with different teams, and guide customers through technical solutions. Your main goal will be to deliver exceptional customer service while resolving faults across all communication channels.
Key Responsibilities of a Customer Support Technician
Your Daily Role as a Customer Support Technician
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Take full ownership of customer faults and issues through to resolution.
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Investigate, analyse, and resolve technical faults, collaborating with other teams when necessary.
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Guide customers through product features, offering tailored solutions and expert support.
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Manage open cases via the ticketing system, ensuring thorough diagnostics are completed.
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Escalate issues appropriately to Service Advocates or Team Leaders as needed.
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Continuously develop your skills through training aligned with our managed services goals.
Essential Skills and Experience for a Customer Support Technician
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Previous experience in customer care or technical support is preferred but not required.
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Basic understanding of fault diagnostic processes and technical support.
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Knowledge of legacy voice products (WLR), number porting, and VOIP is advantageous.
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Strong computer literacy and experience in high-volume contact center environments.
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Excellent communication skills, attention to detail, and a proactive approach to problem-solving.
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Eagerness to learn, develop, and create outstanding customer experiences.
Benefits of Joining Gamma Communications
At Gamma, we believe work-life balance is key to happiness and productivity. You’ll enjoy:
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25 days of annual leave, plus your birthday off.
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A volunteer day to support a cause close to your heart.
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Enhanced maternity and paternity benefits.
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A robust pension plan with Gamma contributions.
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Group income protection, life assurance, and private medical insurance for you and your family.
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Opportunities to share in Gamma’s growth through our share save and share incentive plans.
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Sustainable transport support through our Electric Vehicle and Cycle to Work schemes.
Additional Information
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This is a hybrid role based in our Manchester office.
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Unfortunately, visa sponsorship and relocation support are not available for this position.
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If you don’t meet every requirement but believe you could be a great fit, we encourage you to apply!
Gamma Communications is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.