Customer Support/technical Support
3 months ago
**Customer Support
- Technical**
Permanent - Full-Time
**Monday - Friday** - 8am-4:30pm or 9:30am-6pm
**Benefits**
- 25 days leave + bank holidays
- Company Bonus
- Progression ladder
- Salary reviews
**Gamma** is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.
**About the Role**
This role will encompass a range of key customer service activities and support across both our Porting and Numbering functions.
**1. Order placement and provisioning**
- Manage port orders & numbering requests using a variety of internal and external systems
- Clearly communicate timelines for provision to customers
- Jeopardy manage provision activities to ensure actioned within SLA
- Clearly communicate progress to the customer throughout the process
- Activities within the role will be support for both large scale complex and business as usual requests
- Communicate and manage known risks and issues to both internal and external parties
- Work between a variety of different workflows, prioritising and managing workload accordingly
- Actively managing back-office systems to ensure customer service levels are met
- Managing a collaborative service relationship with 3rd parties
**2. Customer Query resolution**
- Handle and resolve end to end customer queries, aiming for first time fix
**3. Escalation Management**:
- Escalate as necessary on behalf of the customer - both to appropriate internal and supplier teams and line management
- Understand and use effectively/appropriately escalation paths to seek resolution for customer queries, ensuring the customer is updated throughout
- Conduct ‘root cause’ analysis on resolution of any incidents to identify cause of failure and undertake preventative actions
**4. Communications**
- Use appropriate and professional language (i.e. tailored to the callers telecommunications knowledge) to provide effective customer communication
**Job Types**: Full-time, Permanent
Pay: From £23,000.00 per year
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
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