Hybrid Fault Resolution Technician

Gamma; Manchester; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Annual leave with birthday

Private medical insurance

Pension contributions

Parental leave

Life assurance

Share save

EV/Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is hiring a Customer Support Technician for a 6 month FTC in Manchester, hybrid. You will own customer faults end-to-end, resolving issues with diagnostic tools and coordinating with teams to deliver excellent service.

The role values keen problem-solving, strong communication, and a proactive, customer-focused approach. Training and broader support responsibilities are included to align with managed services strategy.

Qualifications

• Experience in customer care environments preferred.
• Experience in high-volume technical support/provisioning teams desirable.
• Proficient computer literacy is essential.
• Basic understanding of technical support/fault diagnostic processes preferred.
• Knowledge of WLR (legacy voice products) and porting advantageous.
• VOIP/BB knowledge preferred.
• Experience in a contact centre environment preferred.
• Excellent written and verbal communications, adaptable to customers.
• Strong attention to detail and ownership of work.
• Drive and curiosity to resolve customer issues.

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 with technical skills.
• Resolve technical complaints, coordinating with Service Advocate leads or Team Leaders.
• 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 care

High-volume support

Computer literacy

Diagnostic tools

Warranty/porting knowledge

VOIP knowledge

Contact centre experience

Communication skills

Attention to detail

Self-motivation

Learning mindset

Demeanor and collaboration

Tools

Diagnostic tools

Job description

Gamma is hiring a Customer Support Technician for a 6 month FTC in Manchester, hybrid. You will own customer faults end-to-end, resolving issues with diagnostic tools and coordinating with teams to deliver excellent service.

The role values keen problem-solving, strong communication, and a proactive, customer-focused approach. Training and broader support responsibilities are included to align with managed services strategy.