Hybrid Customer Support Technician – End-to-End Fault Resolver

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

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.