Customer Support Technician

A Bit About Us 🚀

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data, and mobile products and services to the UK, German, Spanish, and Benelux business markets.
We are expanding our UCaaS presence in Europe, focusing on digital automation and delivering Gamma-powered services to SME customers through a network of channel partners across Germany, Spain, and the Benelux region.

Who Are We Looking For? 👀

We’re looking for a Customer Support Technician to serve as the primary contact point within our fault management journey. You’ll play a vital role in delivering an outstanding customer experience, leveraging your technical and diagnostic skills to resolve faults and answer queries. With a focus on customer satisfaction, you’ll handle a variety of communications via calls, emails, and our ticketing system, ensuring every interaction showcases your commitment to excellent service.

What Will You Be Doing Day-to-Day? ✨

• Fault Analysis and Resolution: Investigate and resolve reported faults using provided tools, offering first-line support and collaborating with other teams to identify and implement solutions.
• Customer Queries: Assist customers by resolving queries, recommending solutions, and guiding users through the features and functionalities of our market-leading communication products.
• Customer Communication: Provide consistent, professional, and friendly support across calls, emails, and the ticketing system, ensuring a seamless customer experience.
• Team Collaboration: Work closely with team members, fostering a collaborative environment to achieve shared goals and deliver exceptional service.

What You’ll Need 💻

• Experience:
  • Experience in providing technical customer support, ideally for voice technologies.
  • A strong technical foundation with a logical and methodical approach to diagnostics.
• Skills:
  • Excellent IT skills and a keen attention to detail to identify and resolve complex problems.
  • Outstanding communication and interpersonal skills, with the ability to adapt to different customer groups and provide a first-class customer experience.
• Attributes:
  • A proactive and team-oriented mindset, thriving in an environment where smart, independent work is valued.
  • An outgoing, approachable personality with a genuine passion for helping customers.

What do we offer? 💰

• 25 days PTO + bank holidays
• Your birthday off
• Private Medical Insurance
• Electric Vehicle (EV) scheme
• Pension plan
• Enhanced maternity and paternity leave
• Share-save scheme