CX Support Consultant

Gamma; Manchester; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Annual leave + birthday

Private medical insurance

Pension

Enhanced parental leave

Life assurance

Incentive plans

EV & Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma in Manchester is seeking a Level 2 CX Support Operations specialist to provide confident, customer-focused technical and operational support across Amazon Connect and CX tooling. You’ll own incidents end-to-end, investigate and resolve, and coordinate escalations when needed.

You’ll join a collaborative, fast-growing team, participate in on-call duties, contribute to knowledge sharing, and help drive service stability, SLA performance and continuous improvement for Gamma's CX support.

Qualifications

• Experience in Tier 2 application/support or strong user experience with Amazon Connect.
• Ability to troubleshoot across applications, users, access, configuration, integrations, data, logs and processes.
• Clear, calm customer and stakeholder communication.
• Awareness of CX, contact centre, SaaS or cloud support environments.

Responsibilities

• Provide Tier 2 application, solution and operational support for major Amazon Connect clients.
• Own incidents and service requests end-to-end, keeping tickets recorded, prioritised, updated and on track.
• Investigate and troubleshoot issues, resolving where possible or escalating clearly.
• Provide clear, timely customer updates on progress, ownership, actions and next steps.
• Work with internal teams, vendors and third parties to resolve complex issues and improve outcomes.
• Create and maintain knowledge documentation, customer guidance and team reporting.
• Join the on-call rota and complete planned out-of-hours changes when required.
• Live Gamma values by taking ownership, collaborating openly, supporting colleagues and doing what’s right for customers and the business.

Skills

Tier 2 support

Amazon Connect

Customer communication

Problem solving

Tools

Amazon Connect

CX tooling

Job description

A Bit About Us

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

Manchester/Hybrid

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?

This is Level 2 support role within Customer Experience (CX) Support Operations, responsible for providing confident, customer-focused technical and operational support across Amazon Connect and wider CX tooling, services and support processes.

The role acts as an escalation point for incidents and requests, owning assigned tickets end-to-end, carrying out structured investigation and resolution activity, and coordinating technical or hierarchical escalations where required. The role supports service stability, SLA performance, clear customer communication, knowledge management and continual service improvement across the CX support function.

What will you be doing day-to-day?

• Provide Tier 2 application, solution and operational support for major Amazon Connect clients.
• Own incidents and service requests end-to-end, keeping tickets recorded, prioritised, updated and on track.
• Investigate and troubleshoot issues, resolving where possible or escalating clearly and promptly.
• Provide clear, timely customer updates on progress, ownership, actions and next steps.
• Work with internal teams, vendors and third parties to resolve complex issues and improve outcomes.
• Create and maintain knowledge documentation, customer guidance and team reporting.
• Join the on-call rota and complete planned out-of-hours changes when required.
• Live Gamma values by taking ownership, collaborating openly, supporting colleagues and doing what’s right for customers and the business.

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:

• Either Tier 2 support experience in application, service desk, technical support or solid user experience with Amazon Connect with an enthusiasm to move into support.
• The ability to troubleshoot across applications, users, access, configuration, integrations, data, logs and processes.
• Clear, calm customer and stakeholder communication.
• Awareness of CX, contact centre, automation, SaaS or cloud support environments.
• A team player who can collaborate with support teams, managers, vendors, third parties and project teams.
• Proactive queue management, prioritisation and follow-through.
• Quick to learn new products, platforms and processes.
• Able to spot repeat issues, knowledge gaps, service risks and process improvements.

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.