CX Support Consultant

Gamma Communications plc; Manchester; Hybrid; GBP 36,000 - 48,000; 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 Communications plc in Manchester is seeking a CX Support Consultant to provide confident Tier 2 technical and operational support across Amazon Connect and CX tooling. You will own incidents end-to-end and collaborate with internal teams to maintain service quality.

This hybrid role offers the chance to join a fast-growing, customer-focused team that values initiative, clear communication, and continual service improvement.

Qualifications

• Experience in Tier 2 support or equivalent customer-facing technical support.
• Ability to troubleshoot across applications, users, configurations and logs.
• Excellent written and verbal communication with customers.
• Awareness of CX, contact centre, SaaS or cloud support environments.
• Team player with collaboration across vendors and project teams.

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 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.

Skills

Tier 2 support

Amazon Connect

Customer communication

Troubleshooting

Stakeholder management

On-call support

Job description

CX Support Consultant

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?

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?

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

• 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.