Customer Support Technician - Gamma Business

 

Role Title:	Team Leader
Business Area:	Customer Operations
Location:	Manchester / Glasgow
Job Grade/Level:
Job Reference:
Reporting to:	Team Leader
Direct Reports:	N/A
Budget:	To be agreed

 

Role Purpose (general overview):

The role of Customer Support Technician is the key role in Customer Operations. You are the frontline of support within our business for our partners, enabling them to service and support their customers. You will need in depth knowledge of your product and function, to provide the right diagnostic and delivery support at the right time, minimising touchpoints for our partners and the business to deliver the best service possible.

You will support contact through calls, emails, tickets and webchat, working to manage multiple workthreads through a typical day. You will operate with autonomy to ensure you provide effective service in a timely fashion to our partners working with the support and guidance of your management team as needed.

As a support technician you will act as a team player supporting the goals of your team and working with your colleagues, specialists, leaders and manager to deliver them. You will offer support, guidance and coaching as needed to team mates whilst carrying out the duties and main function of your role.

You will communicate effectively with partners, colleagues and 3rd parties alike ensuring you keep in mind the needs of the business whilst striving to deliver exemplary service to our partners and their business consumers.

Key Relationships:

Customer Support Technicians

Customer Support Specialists

Team Managers

Third Line Support

Escalation and Jeopardy Leads

Team Leaders

Business Analysts

Main duties and Key deliverables:

Customer Service Technicians provide delivery and in life service assurance of our telecoms product range to our partner base, working within teams typically segmented by product area and function. Through both classroom training and day to day coaching you will build a detailed understanding of the products and service function you support. This may require significant technical knowledge for voice engineering in our SIP or UCaaS product stacks, or the ability to manage multiple 3^rd parties through complex delivery processes across our data provision and number porting teams.

As a Customer Service Technician in Gamma you will work within the quality and productivity frameworks designed for your area and role to ensure you effectively own and manage your work whilst delivering fantastic service to our partners. This will require collaborative working with your fellow team members, team leader(s) and specialist.

You will support communication across multiple contact paths with our partner base, with an expectation that you will work to manage your own time effectively to ensure you provide quality support in a timely manner to our partners and their customers. You will act in an open and transparent manner with colleagues and partners alike communicating appropriately with the needs of the business in mind.

You will be a dynamic individual able to easily adapt to change as your team works to support new products and processes where required. You will learn quickly asking for support as needed from your colleagues and specialists. As a Customer Support Technician you will work to actively shape the service you provide and processes you operate within.

You will work as part of the overall Customer Operational team and where applicable support other teams to achieve the overall Operational goals, this may include supporting other workflows outside of your immediate team.

About You

Your team will be at the heart of everything you do and your first consideration.

You will lead by example promoting the company culture and values.

You will be able to react quickly to changing demands and situations.

You will be able to effectively communicate with and coach your team to perform and deliver outstanding service to our partners.

The above list of responsibilities is not exhaustive, and you may be required to undertake other responsibilities and training as requested by your line manager, appropriate to your grade.

 

 

Person Specification
Job Title	Customer Support Technician
Date Created	25/0/2021
Department	Customer Operations
	Essential	Desirable
Experience:	Customer service Working within a team environment	Telecoms experience Experience working within a team of customer service experts Gamma product knowledge – voice, data, porting/number management
Skills/Knowledge:	MS Office skills Customer service skills Communication – both verbal and written Team Leadership and people support	Problem solving and investigative Strong sense of ownership Presents well at customer-facing meetings
Aptitudes/Attributes	Able to manage time and work under pressure Able to manage the demands of numerous tasks Keen problem solver, with a natural instinct to find the root cause of issues and address them Diplomatic when faced with issues	Self-motivator and able to motivate others
Organisation and planning	Ability to organise information/time effectively.
Values	Understands, respects and demonstrates the values of Gamma.

 

Behavioural Competency:

You will understand, respect and demonstrate Gamma's values - https://www.wearegamma.co.uk/

• Aim High - Strive to make a difference; Build on your skills and talents every day; We inspire those around us to be their best
• Consider Others - Make decisions with care; Take accountability, value our customers, each other, and our environment; What we do matters
• Think Differently - Be brave, be bold; Explore beyond the norm to discover smarter ways of doing things; We lead through innovation
• Stronger Together - Be open, share ideas, solve problems; We harness the energy of our team; Together we do more

 

Health and Safety:

In my role I have a duty of care under the Health and Safety at Work Act.  This means I will be familiar with the relevant legislation and will work in a safe way.  As a staff member I will take responsibility for my own safety as well as my team’s safety and work in collaboration with the Health and Safety policy to minimise any potential risks.

Data Protection Obligations:

In my role, I have a duty to maintain the security and privacy of personal information of residents and colleagues. I will be familiar with the requirements of current Data Protection legislation and will take care to enter accurate, complete, and compliant data into our systems. I understand it is everybody’s responsibility to resolve data inaccuracies as and when they are found.

Further relevant information:

Travel between sites may be a requirement for this role.

Hours - varied and broadly in line with hours of customer contact.  There may be a requirement to attend meetings and other activities outside of normal working hour as part of your role.

No Job description can cover every issue which may arise within the job at various times and I am expected to carry out other duties from time to time, which are broadly consistent with those.