Customer Support Technician - Gamma Business
Company
Location
Manchester, England, United Kingdom
Posted At
12/12/2024
Advertise with us.
Please contact: hello@huntukvisasponsors.com
Please contact: hello@huntukvisasponsors.com
Description
We understand that the best business partnerships are genuine, and trust comes easily when you have the right partner beside you. That’s why we place relationships at the heart of everything we do.
A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether.
Role Title:
Team Leader
Business Area:
Customer Operations
Location:
Manchester / Glasgow
Job Grade/Level:
Job Reference:
Reporting to:
Team Leader
Direct Reports:
N/A
Budget:
To be agreed
Role Purpose (general overview):
The role of Customer Support Technician is the key role in Customer Operations. You are the frontline of support within our business for our partners, enabling them to service and support their customers. You will need in depth knowledge of your product and function, to provide the right diagnostic and delivery support at the right time, minimising touchpoints for our partners and the business to deliver the best service possible.
You will support contact through calls, emails, tickets and webchat, working to manage multiple workthreads through a typical day. You will operate with autonomy to ensure you provide effective service in a timely fashion to our partners working with the support and guidance of your management team as needed.
As a support technician you will act as a team player supporting the goals of your team and working with your colleagues, specialists, leaders and manager to deliver them. You will offer support, guidance and coaching as needed to team mates whilst carrying out the duties and main function of your role.
You will communicate effectively with partners, colleagues and 3rd parties alike ensuring you keep in mind the needs of the business whilst striving to deliver exemplary service to our partners and their business consumers.
Key Relationships:
Customer Support Technicians
Customer Support Specialists
Team Managers
Third Line Support
Escalation and Jeopardy Leads
Team Leaders
Business Analysts
Main duties and Key deliverables:
Customer Service Technicians provide delivery and in life service assurance of our telecoms product range to our partner base, working within teams typically segmented by product area and function. Through both classroom training and day to day coaching you will build a detailed understanding of the products and service function you support. This may require significant technical knowledge for voice engineering in our SIP or UCaaS product stacks, or the ability to manage multiple 3 rd parties through complex delivery processes across our data provision and number porting teams.
As a Customer Service Technician in Gamma you will work within the quality and productivity frameworks designed for your area and role to ensure you effectively own and manage your work whilst delivering fantastic service to our partners. This will require collaborative working with your fellow team members, team leader(s) and specialist.
You will support communication across multiple contact paths with our partner base, with an expectation that you will work to manage your own time effectively to ensure you provide quality support in a timely manner to our partners and their customers. You will act in an open and transparent manner with colleagues and partners alike communicating appropriately with the needs of the business in mind.
You will be a dynamic individual able to easily adapt to change as your team works to support new products and processes where required. You will learn quickly asking for support as needed from your colleagues and specialists. As a Customer Support Technician you will work to actively shape the service you provide and processes you operate within.
You will work as part of the overall Customer Operational team and where applicable support other teams to achieve the overall Operational goals, this may include supporting other workflows outside of your immediate team.
About You
Your team will be at the heart of everything you do and your first consideration.
You will lead by example promoting the company culture and values.
You will be able to react quickly to changing demands and situations.
You will be able to effectively communicate with and coach your team to perform and deliver outstanding service to our partners.
The above list of responsibilities is not exhaustive, and you may be required to undertake other responsibilities and training as requested by your line manager, appropriate to your grade.
Person Specification
Job Title
Customer Support Technician
Date Created
25/0/2021
Department
Customer Operations
Essential
Desirable
Experience:
Customer service
Working within a team environment
Telecoms experience
Experience working within a team of customer service experts
Gamma product knowledge – voice, data, porting/number management
Skills/Knowledge:
MS Office skills
Customer service skills
Communication – both verbal and written
Team Leadership and people support
Problem solving and investigative
Strong sense of ownership
Presents well at
customer-facing meetings
Aptitudes/Attributes
Able to manage time and work under pressure
Able to manage the demands of numerous tasks
Keen problem solver, with a natural instinct to find the root cause of issues and address them
Diplomatic when faced with issues
Self-motivator and able to motivate others
Organisation and planning
Ability to organise information/time effectively.
Values
Understands, respects and demonstrates the values of Gamma.
Behavioural Competency:
You will understand, respect and demonstrate Gamma's values - https://www.wearegamma.co.uk/
In my role I have a duty of care under the Health and Safety at Work Act. This means I will be familiar with the relevant legislation and will work in a safe way. As a staff member I will take responsibility for my own safety as well as my team’s safety and work in collaboration with the Health and Safety policy to minimise any potential risks.
Data Protection Obligations:
In my role, I have a duty to maintain the security and privacy of personal information of residents and colleagues. I will be familiar with the requirements of current Data Protection legislation and will take care to enter accurate, complete, and compliant data into our systems. I understand it is everybody’s responsibility to resolve data inaccuracies as and when they are found.
Further relevant information:
Travel between sites may be a requirement for this role.
Hours - varied and broadly in line with hours of customer contact. There may be a requirement to attend meetings and other activities outside of normal working hour as part of your role.
No Job description can cover every issue which may arise within the job at various times and I am expected to carry out other duties from time to time, which are broadly consistent with those.
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 so that you to create a work-life balance and enjoy working here at Gamma.
Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.
Apply Now
A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether.
Role Title:
Team Leader
Business Area:
Customer Operations
Location:
Manchester / Glasgow
Job Grade/Level:
Job Reference:
Reporting to:
Team Leader
Direct Reports:
N/A
Budget:
To be agreed
Role Purpose (general overview):
The role of Customer Support Technician is the key role in Customer Operations. You are the frontline of support within our business for our partners, enabling them to service and support their customers. You will need in depth knowledge of your product and function, to provide the right diagnostic and delivery support at the right time, minimising touchpoints for our partners and the business to deliver the best service possible.
You will support contact through calls, emails, tickets and webchat, working to manage multiple workthreads through a typical day. You will operate with autonomy to ensure you provide effective service in a timely fashion to our partners working with the support and guidance of your management team as needed.
As a support technician you will act as a team player supporting the goals of your team and working with your colleagues, specialists, leaders and manager to deliver them. You will offer support, guidance and coaching as needed to team mates whilst carrying out the duties and main function of your role.
You will communicate effectively with partners, colleagues and 3rd parties alike ensuring you keep in mind the needs of the business whilst striving to deliver exemplary service to our partners and their business consumers.
Key Relationships:
Customer Support Technicians
Customer Support Specialists
Team Managers
Third Line Support
Escalation and Jeopardy Leads
Team Leaders
Business Analysts
Main duties and Key deliverables:
Customer Service Technicians provide delivery and in life service assurance of our telecoms product range to our partner base, working within teams typically segmented by product area and function. Through both classroom training and day to day coaching you will build a detailed understanding of the products and service function you support. This may require significant technical knowledge for voice engineering in our SIP or UCaaS product stacks, or the ability to manage multiple 3 rd parties through complex delivery processes across our data provision and number porting teams.
As a Customer Service Technician in Gamma you will work within the quality and productivity frameworks designed for your area and role to ensure you effectively own and manage your work whilst delivering fantastic service to our partners. This will require collaborative working with your fellow team members, team leader(s) and specialist.
You will support communication across multiple contact paths with our partner base, with an expectation that you will work to manage your own time effectively to ensure you provide quality support in a timely manner to our partners and their customers. You will act in an open and transparent manner with colleagues and partners alike communicating appropriately with the needs of the business in mind.
You will be a dynamic individual able to easily adapt to change as your team works to support new products and processes where required. You will learn quickly asking for support as needed from your colleagues and specialists. As a Customer Support Technician you will work to actively shape the service you provide and processes you operate within.
You will work as part of the overall Customer Operational team and where applicable support other teams to achieve the overall Operational goals, this may include supporting other workflows outside of your immediate team.
About You
Your team will be at the heart of everything you do and your first consideration.
You will lead by example promoting the company culture and values.
You will be able to react quickly to changing demands and situations.
You will be able to effectively communicate with and coach your team to perform and deliver outstanding service to our partners.
The above list of responsibilities is not exhaustive, and you may be required to undertake other responsibilities and training as requested by your line manager, appropriate to your grade.
Person Specification
Job Title
Customer Support Technician
Date Created
25/0/2021
Department
Customer Operations
Essential
Desirable
Experience:
Customer service
Working within a team environment
Telecoms experience
Experience working within a team of customer service experts
Gamma product knowledge – voice, data, porting/number management
Skills/Knowledge:
MS Office skills
Customer service skills
Communication – both verbal and written
Team Leadership and people support
Problem solving and investigative
Strong sense of ownership
Presents well at
customer-facing meetings
Aptitudes/Attributes
Able to manage time and work under pressure
Able to manage the demands of numerous tasks
Keen problem solver, with a natural instinct to find the root cause of issues and address them
Diplomatic when faced with issues
Self-motivator and able to motivate others
Organisation and planning
Ability to organise information/time effectively.
Values
Understands, respects and demonstrates the values of Gamma.
Behavioural Competency:
You will understand, respect and demonstrate Gamma's values - https://www.wearegamma.co.uk/
- Aim High - Strive to make a difference; Build on your skills and talents every day; We inspire those around us to be their best
- Consider Others - Make decisions with care; Take accountability, value our customers, each other, and our environment; What we do matters
- Think Differently - Be brave, be bold; Explore beyond the norm to discover smarter ways of doing things; We lead through innovation
- Stronger Together - Be open, share ideas, solve problems; We harness the energy of our team; Together we do more
In my role I have a duty of care under the Health and Safety at Work Act. This means I will be familiar with the relevant legislation and will work in a safe way. As a staff member I will take responsibility for my own safety as well as my team’s safety and work in collaboration with the Health and Safety policy to minimise any potential risks.
Data Protection Obligations:
In my role, I have a duty to maintain the security and privacy of personal information of residents and colleagues. I will be familiar with the requirements of current Data Protection legislation and will take care to enter accurate, complete, and compliant data into our systems. I understand it is everybody’s responsibility to resolve data inaccuracies as and when they are found.
Further relevant information:
Travel between sites may be a requirement for this role.
Hours - varied and broadly in line with hours of customer contact. There may be a requirement to attend meetings and other activities outside of normal working hour as part of your role.
No Job description can cover every issue which may arise within the job at various times and I am expected to carry out other duties from time to time, which are broadly consistent with those.
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 so that you to create a work-life balance and enjoy working here at Gamma.
Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.
Apply Now
Advertise with us.
Please contact: hello@huntukvisasponsors.com
Please contact: hello@huntukvisasponsors.com
Hunt UK Visa Sponsors
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