Customer Support Technician - Gamma Business

Pragma; Manchester; Hybrid; GBP 24,000 - 30,000; 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 is seeking a Customer Support Technician to join the Manchester-based managed services team in a hybrid role. You will own customer faults from report to resolution, using diagnostic skills and collaboration with other teams to deliver excellent service across all touchpoints.

The role emphasizes willingness to learn, strong communication, and a proactive approach to problem solving within a busy contact centre environment.

Qualifications

• Previous experience in a customer care role is preferred but not essential.
• Experience in a high-volume technical support/provisioning environment is desirable.
• Proficient level of computer literacy is essential.
• Basic understanding of diagnostic processes is preferred.
• Understanding of WLR (legacy voice products) and number/porting is advantageous.
• Basic VOIP/BB knowledge is preferred.
• Experience in a contact centre environment is preferred.
• Excellent written and verbal communication, with ability to adapt style to customers.
• Attention to detail and ownership for accuracy of work.
• Curiosity and drive to resolve issues and develop skills.
• Professional, friendly demeanor and ability to build relationships.

Responsibilities

• 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 while using technical skills to deliver service.
• 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.

Skills

Customer support

Technical diagnostics

Ticketing system

Communication skills

Problem solving

Tools

Diagnostic tools

Ticketing system

Job description

Customer Support Technician - Gamma Business

Manchester/Hybrid

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?

Join our managed services team at this exciting time as we expand our offerings to our customers and 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

What will you be doing day-to-day?

Here are a few examples of what you could be involved with:

• 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

What you’ll bring

You don’t need experience in everything listed—but we’re especially keen to hear from people with some of the following skills:

• 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

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.

#LI-JM1

#LI-Hybrid