Customer Support Technician

A bit about us  

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners. 

We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas. 

Who are we looking for? 

We’re looking for a Customer Success Technician to join our team. In this key frontline role within Customer Operations, you’ll be responsible for supporting our partners, enabling them to provide outstanding service to their customers. With in-depth product knowledge and a strong focus on diagnostics and issue resolution, you’ll work across multiple contact channels to deliver exceptional support with minimal touchpoints. If you thrive in a fast-paced environment, enjoy problem-solving, and have a passion for customer service, this is the role for you!

What will you be doing day-to-day?  

• Providing Technical Support: Deliver in-life service assurance and support across our telecoms product range, ensuring partners receive the best possible service.
• Managing Multiple Workstreams: Handle queries through calls, emails, tickets, and webchat, balancing multiple tasks efficiently.
• Collaborating with Teams: Work alongside Customer Support Technicians, Specialists, and Managers to resolve issues quickly and effectively.
• Owning Issues from Start to Finish: Operate with autonomy to provide timely solutions, escalating only when necessary.
• Adapting to Change: Stay agile in a dynamic environment, embracing new products, processes, and technologies.
• Driving Service Excellence: Take an open and transparent approach to communication, always keeping customer and business needs in mind.

What you’ll need: 

• Customer service experience with a passion for problem-solving.
• Strong MS Office skills.
• Excellent communication skills – both verbal and written.
• The ability to work under pressure and manage multiple tasks effectively.
• A team-oriented mindset, supporting colleagues and working towards shared goals.
• Telecoms experience (desirable but not essential).
• Familiarity with Gamma products and technical support processes (a plus!).

What do we offer you?  

• At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you. 
• Family matters, too. With enhanced maternity and paternity pay and childcare vouchers, we’re here to support you as a parent and help you thrive in your career. 
• We care about your future, so our pension plan helps you save for the years ahead with contributions of 4.59% from Gamma, alongside your own contributions. 
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones. 
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth. 
• We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family. 
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.  

A few things to note  

• Unfortunately, we can't offer visa sponsorship or relocation support for this role. 
• This role is hybrid from our Manchester office. 
• If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! 

Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.  

We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.  

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs.  

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