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.