First Line / Customer Support Technician

Arbeta, 11 Northampton Rd, Manchester M40 5BP, UK Req #486

10 March 2025

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 role of Customer Support Technician is the key role within Customer Operations. You are the frontline of support within our business for our partners, enabling them to service and support their customers. You will gain an in-depth knowledge of your product and function, to provide the right diagnostic and delivery support at the right time, minimising touchpoints for our partners and the business to deliver the best service possible.

You will support our Partners via multiple contact methods including calls, emails, tickets and webchats, working to manage multiple work threads during a typical day. You will operate with autonomy to ensure you provide effective service in a timely fashion to our partners, working with the support and guidance of your management team as needed.

As a Customer Support Technician, you will act as a team player supporting the goals of your team and working with your colleagues, specialists, leaders and manager to achieve them. You will offer support, guidance and coaching as needed to teammates and colleagues whilst carrying out the duties and main function of your role.

You will communicate effectively with partners, colleagues and 3rd parties alike ensuring you keep in mind the needs of the business whilst striving to deliver exemplary customer service to our partners and their business consumers.

What will you be doing day-to-day?

• Customer Service Technicians provide delivery and in life service assurance of our telecoms product range to our partner base, working within teams typically segmented by product area and function. Through both classroom training and day to day coaching you will build a detailed understanding of the products and service function you support. This may require significant technical knowledge for voice engineering in our SIP or UCaaS product stacks, or the ability to manage multiple 3rd parties through complex delivery processes across our data provision and number porting teams.
• As a Customer Service Technician in Gamma, you will work within the quality and productivity frameworks outlined for your area and role to ensure you effectively own and manage your work whilst delivering fantastic service to our partners. This will require collaborative working with your fellow team members, team leader(s) and specialist(s).
• You will support communication across multiple contact paths with our partner base including call, email, ticket and webchat, with an expectation that you will work to manage your own time effectively to ensure you provide quality support in a timely manner to our partners and their customers. You will act in an open and transparent manner with colleagues and partners alike, communicating appropriately with the needs of the business in mind. This may include the coordination of escalations or the resolution of complex provisioning issues or faults as needed.
• You will be a dynamic individual, with the ability to easily adapt to change as your team works to support new products and processes where required. You will learn quickly, asking for support as needed from your colleagues and specialists. As a Customer Support Technician, you will work to actively shape the service you provide and processes you operate within.
• You will work as part of the overall Customer Operational team and where applicable support other teams to achieve the overall Operational goals. This may include supporting other workflows outside of your immediate team.

What you’ll need:

• Customer Service Experience
• Working within a Team environment
• MS office skills
• Able to manage time and work under pressure
• Keen problem solver
• Your team will be at the heart of everything you do and your first consideration.
• You will lead by example, promoting the company culture and values.
• You will be able to react quickly to changing demands and situations.
• You will be able to effectively communicate with and coach your team to perform and deliver outstanding service to our partners.

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.
• 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 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.