Customer Support 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?
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.
Overige gegevens
- Salaristype Salaris
- Glasgow, Verenigd Koninkrijk