Technical Support Specialist - Pragma

Gamma Recruitment Team; London; Remote; GBP 25,000 - 45,000

Job description

28 March 2025

Technical Support Specialist

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?

We’re on the hunt for a Technical Support Specialist to join our Customer Operations team. This is a key frontline role where you’ll be the go-to person for our partners, ensuring they can seamlessly service and support their customers. If you’re a problem-solver with great communication skills and a passion for delivering outstanding customer service, we’d love to hear from you!

What will you be doing day-to-day?

1. Providing expert technical support to our partners across multiple channels, including calls, emails, tickets, and webchats.
2. Developing an in-depth understanding of our telecoms product range, including SIP, UCaaS, data provision, and number porting.
3. Diagnosing and resolving technical issues efficiently, minimizing touchpoints to enhance service delivery.
4. Collaborating with internal teams, including specialists, team managers, and third-line support, to ensure smooth issue resolution.
5. Managing escalations, troubleshooting complex provisioning issues, and ensuring partners receive a seamless support experience.
6. Keeping up to date with new products and processes, continuously improving your knowledge and skills.

What you’ll need:

1. Experience in a customer service role, ideally within a technical environment.
2. Strong communication skills – both written and verbal.
3. The ability to work efficiently under pressure and manage multiple tasks simultaneously.
4. A proactive mindset with a passion for problem-solving and delivering excellent service.
5. Previous experience in the telecoms industry.
6. Knowledge of voice, data, porting, or number management.
7. Experience with diagnostic tools such as Wireshark for VoIP analysis.
8. Understanding of network troubleshooting.
9. Basic knowledge of APIs.

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 remote across the UK.

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!