Customer Service Technician; Managed Services - Gamma Business

Customer Service – Onboarding/Provisioning – Managed Services

 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? 

The Onboarding and Provisioning CST role is responsible for end to end customer ownership of onboarding, and any in-life service changes and customer care for VOIP & Access services.

What will you be doing day-to-day?  

• Ensure new customers are successfully on-boarded with right first-time provisioning of contracts received from Sales, including quality control of contracts received.
• Handle customer order enquiries and requests for support during on-boarding, and support the customer to diagnose and resolve set-up issues.
• Ensure right first-time billing for newly live customers.
• Process all in-life additions, and account change requests including, cease and suspensions within agreed SLAs.
• Process all in-life additions, and account change requests including, cease and suspensions within agreed SLAs.
• Develop an in-depth knowledge of Gamma’s systems, products and processes for telecoms, including assisting development of these for VOIP and Access, and support colleagues with queries.
• Create excellent working relationships across the Gamma colleague community
• You will be responsible for ensuring product suitability and technical verification. This will be achieved by Qualifying product suitability and performing technical checks, including credit checks, to ensure successful product deployment.
• You will be proactive in your approach to mitigate the chance of order failure by leaning on your experience and training to address order failure points that may arise through the order journey
• Your role will involve lead generation where you will proactively identify and qualify potential leads across our current customer base.
• 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 or as needed in line with the overall strategy for managed services.

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, preferred but not essential.
• A proficient level of computer literacy, essential
• A basic level of understanding of technical support/ provisioning processes, preferred but not essential
• Evidence of a stable employment record
• 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 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. 

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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