Application Support Engineer - Enterprise Markets

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.

Who are we looking for? 👀

To meet our ongoing growth demands, we are seeking an Application Support Engineer to join our SmartAgent team. As an Application Support Engineer we expect you to be a confident Analyst and problem solver, who can lead by example day-to-day and develop our in-house capabilities. We also hope that you will be a confident individual who can bring knowledge and expertise to the team.

What will you be doing day-to-day? ✨

• Provide technical support to customers, covering all aspects of the service ecosystem within our area of responsibility.
• Handle customer incidents, problems and requests within strict Service Level Agreements.
• Own assigned cases end-to-end, and drive resolution activities through to closure.
• Work collaboratively with business stakeholders, customer counterparts and third-party suppliers as required to resolve technical issues and requests.
• Respond to customer requests for information, knowledge and general guidance relating to the ongoing operation of production services.
• Manage and complete assigned minor changes under our manages service offering.
• Produce both customer-facing and internal documentation in line with company standards.
• Participate in Continual Service Improvement activities and proactively identify ways to increase CSAT.

What you’ll need 💻

• Empathy, tenacity and self-motiviaton.
• Ability to multi-task in a pressurised environment
• Problem analysis and solving
• Supporting bespoke solutions
• Excellent communication skills whilst developing effective
• working relationships with both internal and external customers
• VoIP, UC and CCsaaS.
• Cloud technology experience (desirable, but not essential).

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 is a hybrid role; we require you to be in our Manchester office at least 2 days a week.
• 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.
• Occasional shift work, to cover difference time zones.
• Participation in an on-call rota is expected.