Customer Support Technician - Gamma Business
We understand that the best business partnerships are genuine, and trust comes easily when you have the right partner beside you. That’s why we place relationships at the heart of everything we do.
A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether.
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?
We re looking for a customer support technician who is looking to kickstart their career in a leader within its industry. Outgoing, confident and work well within a team. This is the perfect opportunity for you!
What will you be doing day-to-day?
1. Fault Management:
- Receive and correctly log Channel Partner reported service faults.
- Complete full diagnostics with end users to enable a high percentage of fault resolution at first point of contact.
- Keep Channel Partners regularly updated during the period of their open fault.
2. Escalation Management:
- Escalate as necessary on behalf of the customer – both to the appropriate actioning team and/or supplier and to line management.
- Conduct root cause on resolution of any incident/escalation to identify cause of failing, and preventative actions.
3. Communications
- Provide clear customer communications via calls, email and internal ticket logging system.
- Use appropriate (i.e. tailored to the caller’s telco knowledge) and professional language through customer communication
What you’ll need
- Customer service experience is essential with this role, as managing the Channel Partner and their expectations is critical to high performance. Telecoms experience would be advantageous but is not a requirement, although the candidate should be comfortable with technology, having a desire to learn new skills.
- The successful candidate should be computer literate; using Outlook, Excel, Teams etc.
- Our focus is on team harmony, where the applicant should have a desire to work as part of a team, - we are looking for someone who is friendly, with a positive attitude and keen to provide great service for our Channel Partners.
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 Glasgow 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.
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 so that you to create a work-life balance and enjoy working here at Gamma.
Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.
Other details
- Pay Type Salary
- Glasgow, UK