Customer Success Technician – Gamma Business Full Time NEW

Customer Success Technician

A Bit About Us 

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners.

We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas.

Who are we looking for?

The Customer Success Technician will be responsible for supporting our partners and customers, ensuring that they are gaining the most value from their partnership and achieving their goals through Gamma’s product and service offerings. Your primary responsibility will be to provide an exceptional experience for our customers. You will work to support our partners to resolve their queries and technical support issues at point of contact in a considerate and timely manner across various contact channels.

What will you be doing day-to-day? 

• Be a point of contact for customer queries via our existing live contact channels, solving complex problems and identifying solutions with a focus on first contact resolution through collaboration and consultation with wider team members.
• Explicitly understand what our customers and partners are aiming to achieve with our products and services, supporting the rollout of new deployments through promotion of best practice, expert knowledge and self-service advocacy.
• Provide insight into customer challenges, feeding into our Customer Success Leads/Value Stream to help to implement service improvement.
• As a product expert, you will have in depth technical knowledge and expertise of our products to support and contribute to the ongoing learning of our teams and our customers.
• Identify and feedback opportunities for where the business can develop initiatives that will optimise existing service processes, tools, or systems.
• Drive and improve customer satisfaction and value enhancement through a customer first/low customer effort approach at all times.

What You’ll Need

• Excellent customer success/service skills.
• Previous experience with Gamma Voice Products.
• Strong analytical and problem-solving skills with a track record of delivering solutions.
• Tenacity in finding the root of problems and ensuring sustainable fixes are in place.
• Able to manage own time and work under pressure to deadlines.
• Work effectively and collaboratively with others.
• Able to manage the demands of numerous tasks concurrently.
• Able to communicate effectively with different stakeholders.

What do we offer you? 

• At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you.
• Family matters, too. With enhanced maternity and paternity pay, we’re here to support you as a parent and help you thrive in your career.
• We offer a contributory pension plan to help you save for the years ahead, with Gamma’s contribution varying dependant on yours.
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones.
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth.
• We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family..
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.

A few things to note 

• Unfortunately, we can’t offer visa sponsorship or relocation support for this role.
• This role is Hybrid from our office in northeast Manchester
• If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! 
• Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.
• We don’t discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.
• For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs.