Hybrid Manchester: Amazon Connect Support Specialist

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

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.