Customer Support Technician - Business

Customer Support Technician – Faults

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 are expanding rapidly to bring digital automation and Gamma‑powered services to SMEs through a growing network of channel partners.

• The faults CST role is responsible for end‑to‑end customer ownership of customer issues/faults through to resolution. The role’s main objective is to take full ownership of the customer’s query within the fault management journey, aiming to resolve all issues whilst delivering excellent customer service.
• Provide exceptional customer support by resolving issues using diagnostic tools and seeking help when needed.
• Investigate and analyse potential faults, collaborating with other teams for solutions.
• Assist customers with queries, recommend solutions, and guide them through product features whilst using technical and diagnostic skills to deliver outstanding service across all contact points.
• Resolve technical complaints, coordinating with Service Advocate leads or Team Leaders as necessary.
• Manage ongoing faults via the ticketing system when further diagnostics are required.
• Be prepared to take on additional responsibilities and training as needed in line with the managed services strategy.

• Previous experience within a customer care role, preferred but not essential.
• Previous experience in a high‑volume technical support/provisioning team, highly desirable but not essential.
• A proficient level of computer literacy, essential.
• A basic level of understanding of technical support/faults diagnostic processes, preferred but not essential.
• Understanding of WLR (legacy voice products) and number and porting advantageous.
• A basic level of VOIP/BB knowledge is preferred but not essential.
• Experience of working within a contact centre environment, preferred but not essential.
• Excellent written and verbal communications skills, with an ability to adapt communication styles to individual customers.
• High level of attention to detail and organisation, with a sense of ownership, pride, and responsibility for the accuracy of your own work.
• The drive, curiosity, and determination to resolve customer issues on their behalf, making it easy for our customers to deal with us.
• A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
• A professional, friendly, and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.

• 25 days of annual leave plus an extra day off for your birthday; a volunteer day to support a charity that matters to you.
• Enhanced maternity and paternity pay and childcare vouchers to support you as a parent.
• A pension plan with a 4.59% Gamma contribution, alongside your own contributions.
• Group income protection and life assurance (four times your salary).
• Tax‑efficient share save and share incentive plans to share in Gamma’s growth.
• Private medical insurance through Vitality, extending to your immediate family.
• Electric Vehicle scheme through Octopus and a Cycle to Work scheme for sustainable commuting.

• 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.