Customer Support Technician

Customer Support Technician – Faults

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? 

Join our managed services team at this exciting time as we expand our offerings to our customers and partners.

What will you be doing day-to-day?  

•  The faults CST role is responsible for end-to-end customer ownership of customer issues/faults through to resolution. The role’s main objective is to take full ownership of the customer’s query within the fault management journey, aiming to resolve all issues whilst delivering excellent customer service.
• Provide exceptional customer support by resolving issues using diagnostic tools and seeking help when needed.

• Investigate and analyse potential faults, collaborating with other teams for solutions.
• Assist customers with queries, recommend solutions, and guide them through product features whilst using technical and diagnostic skills to deliver outstanding service across all contact points.
• Resolve technical complaints, coordinating with Service Advocate leads or Team Leaders as necessary.
• Manage ongoing faults via the ticketing system when further diagnostics are required.
• Be prepared to take on additional responsibilities and training as needed in line with the managed services strategy

What you’ll need: 

• Previous experience within a customer care role, preferred but not essential.
• Previous experience in a high-volume technical support/provisioning team, highly desirable but not essential.
• A proficient level of computer literacy, essential.
• A basic level of understanding of technical support/faults diagnostic processes, preferred but not essential.
• Understanding of WLR (legacy voice products) and number and porting advantageous.
• A basic level of VOIP/BB knowledge is preferred but not essential.
• Experience of working within a contact centre environment, preferred but not essential.
• Excellent written and verbal communications skills, with an ability to adapt communication styles to individual customers.
• High level of attention to detail and organisation, with a sense of ownership, pride, and responsibility for the accuracy of your own work.
• The drive, curiosity, and determination to resolve customer issues on their behalf, making it easy for our customers to deal with us.
• A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
• A professional, friendly, and helpful demeanour, with the desire to create great working relationships with both colleagues and customers 

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.