Customer Success Technician - Gamma Business

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.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

Our team work fast, with a start-up type of mindset but working within a leading European business.

Who are we looking for? 

The Customer Success Technician will be responsible for supporting our partners and customers, ensuring that they are gaining the most value from their partnership and achieving their goals through Gamma’s product and service offerings. 

What will you be doing day-to-day? 

• Your primary responsibility will be to provide an exceptional experience for our customers. You will work to support our partners to resolve their queries and technical support issues at point of contact in a considerate and timely manner across various contact channels.
• As a Customer Success Technician, you will utilise exceptional customer service skills to meet and exceed our customer’s goals and objectives, driving customer satisfaction through active listening and problem-solving strategies that are solution focused.
• Working collaboratively with our Customer Success Leads, Technical Service Centre, and Technology teams you will be pro-active in intervening on and raising known issues to maintain a seamless customer experience for our products and services. You will also be a key player in the feedback of the design, testing, and implementation of new products/features to ensure exceptional service experiences in life. 
• Technically lead on the adoption and in life management of our technologies and services with partners and customers, enabling partners to overcome product specific challenges and enable the growth of their base.

This role requires somebody who is passionate about customer support, with excellent technical resolution skills, as well as an inspiring and collaborative team member who is able adapt to change within an agile environment and make active contributions to help achieve the success of our customers, your team, and the wider business

What you’ll need 

• Telecom experience is ideal but not necessary.
• Gamma Product knowledge ideal.
• Customer services/success
• Strong analytical and problem-solving skills
• Excellent customer service skills
• Communication –verbal and written and presentation
• Able to manage the demands of numerous tasks concurrently
• Keen problem solver, with a natural instinct to find the root cause of issues and address them
• Diplomatic when faced with issues
• Able to manage time and work under pressure to tight deadlines

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

A few things to note 

• This role will require travel to our Manchester office on a hybrid basis.
• We do not need agency support; we do all our recruitment in house.
• Unfortunately, we can't offer visa sponsorship or relocation support for this role.
• This role may require some OOH work. Please bare this in mind when applying.