Customer Success Technician - Gamma Business

Gamma; Manchester; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma in Manchester is seeking a Customer Success Technician to support partners and customers, ensuring they gain maximum value from Gamma's products and services. You will handle queries and technical issues across multiple channels, delivering an exceptional customer experience.

In this hybrid role, you will be a product expert, contribute to service improvements, and promote best practices to ensure successful deployments and higher customer satisfaction.

Qualifications

• Excellent customer success/service skills.
• Previous experience with Gamma Voice Products.
• Strong analytical and problem-solving skills with a track record of delivering solutions.
• Tenacity in finding the root of problems and ensuring sustainable fixes are in place.
• Able to manage own time and work under pressure to deadlines.
• Work effectively and collaboratively with others.
• Able to manage the demands of numerous tasks concurrently.
• Able to communicate effectively with different stakeholders.

Responsibilities

• Be a point of contact for customer queries via our existing live contact channels, solving complex problems and identifying solutions with a focus on first contact resolution through collaboration and consultation with wider team members.
• Explicitly understand what our customers and partners are aiming to achieve with our products and services, supporting the rollout of new deployments through promotion of best practice, expert knowledge and self-service advocacy.
• Provide insight into customer challenges, feeding into our Customer Success Leads/Value Stream to help to implement service improvement.
• As a product expert, you will have in depth technical knowledge and expertise of our products to support and contribute to the ongoing learning of our teams and our customers.
• Identify and feedback opportunities for where the business can develop initiatives that will optimise existing service processes, tools, or systems.
• Drive and improve customer satisfaction and value enhancement through a customer first/low customer effort approach at all times.

Job description

Customer Success Technician

Hybrid - 3 days in office in North East Manchester

A Bit About Us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you'll be part of a collaborative, forward-thinking team that's transforming how businesses connect and communicate globally.

We're growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

What is the role responsible for?

The Customer Success Technician will be responsible for supporting our partners and customers, ensuring that they are gaining the most value from their partnership and achieving their goals through Gamma's product and service offerings. Your primary responsibility will be to provide an exceptional experience for our customers. You will work to support our partners to resolve their queries and technical support issues at point of contact in a considerate and timely manner across various contact channels.

What will you be doing day-to-day?

• Be a point of contact for customer queries via our existing live contact channels, solving complex problems and identifying solutions with a focus on first contact resolution through collaboration and consultation with wider team members.


• Explicitly understand what our customers and partners are aiming to achieve with our products and services, supporting the rollout of new deployments through promotion of best practice, expert knowledge and self-service advocacy.


• Provide insight into customer challenges, feeding into our Customer Success Leads/Value Stream to help to implement service improvement.


• As a product expert, you will have in depth technical knowledge and expertise of our products to support and contribute to the ongoing learning of our teams and our customers.


• Identify and feedback opportunities for where the business can develop initiatives that will optimise existing service processes, tools, or systems.


• Drive and improve customer satisfaction and value enhancement through a customer first/low customer effort approach at all times.

What You'll Bring

• Excellent customer success/service skills.


• Previous experience with Gamma Voice Products.


• Strong analytical and problem-solving skills with a track record of delivering solutions.


• Tenacity in finding the root of problems and ensuring sustainable fixes are in place.


• Able to manage own time and work under pressure to deadlines.


• Work effectively and collaboratively with others.


• Able to manage the demands of numerous tasks concurrently.


• Able to communicate effectively with different stakeholders.

What do we offer you?

• 25 days annual leave + birthday


• Subsidised private medical insurance


• 5.1% matched pension contributions


• Enhanced parental leave


• Life assurance and Income protection


• Share save and incentive plans


• Electric Vehicle and Cycle scheme


• Employee discounts


• Volunteer day

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.