Billing Customer Support Specialist

3 months ago

London, United Kingdom Gamma Telecom Full time

**Billing Customer Support Specialist**

**Location: London, with flexibility to work from home.**

We are looking to bring on a **Customer support Specialist** to join our team on a permanent basis. This role reports to the Customer Support Team Leader and has two main areas of focus:

- Supporting internal and external stakeholders to understand our billing
- Make appropriate process changes or corrections.

It also involves actively looking for trends and up-stream actions that can be taken to minimise the overall number of queries.

**What you’ll be involved in**:

- Respond to phone calls and web chats from stakeholders and either answer their query or log it for further work.
- Own and manage any follow-up work from those queries, including working with colleagues to find a resolution.
- Own, manage and respond to customer ticket queries allocated to you.
- Raise manual invoices or credits necessitated by a query in accordance with our current sign-off processes.
- Ensure that authorisation processes are followed by internal stakeholders requesting billing changes.
- Follow accurately our current logging processes for categorising queries for analysis purposes.
- Engage in discussion and analysis of trends in query types and analysis of root causes.
- Raise and pursue disputes with our suppliers on behalf of our customers.
- Engage in discussions about how the Customer Support Team and the wider Billing Team functions to maximise efficiency and effectiveness.
- Work with Analysts to resolve more technically complex or detailed queries.
- Identify stakeholders who would benefit from specific or general training.

**What skills do you need to make an impact in this role**:

- You will be trained to a basic level of expertise in SQL.
- You will be expected to have or attain through self-study a solid level of expertise in Excel.
- You will be required to develop good verbal and written communication skills, including using technical language.
- You will be required to monitor and prioritise your workload to avoid the perception of slow response times.
- Gradually build up an extensive knowledge of our products and services and their billing in order to provide 'first-touch resolution' wherever possible.

**How we work**:
This role is based in London with some flexibility to work from home. Working Monday to Friday from 9 - 5:30pm.

**Who are we?**

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): they provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets. It is AIM listed and have over 1750 staff across UK and European locations.

**Why Gamma?**

There are many good reasons to join Gamma. We work in a relaxed environment with an emphasis on delivering the highest quality in everything we do. This is a really exciting time to join with a clear strategy, stable financial position, new values and exciting growth plans.

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

**Further relevant information**:
Applicants must be eligible to work in the UK.

**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 ATS.

Gamma is a leading supplier of Unified Communications as a Service (UCaaS) in the UK, German, Spanish, Polish, and Dutch business markets. We are AIM listed and employs 1650 people. With a range of UCaaS, Mobile, and Connectivity services, Gamma provides robust and secure solutions that enable organisations to communicate, collaborate and offer a better customer experience.

Gamma’s largest market is in the UK where our network-based services are supplied to SME, Public Sector, and Enterprise markets through a network of 1000 channel partners and its own direct sales and support capabilities. In addition, Gamma owns Exactive, a Unified Communications specialist and Microsoft Teams Voice Partner. Mission Labs is part of our team, a well-established UCaaS technology business that has built a reputation for creating technologically advanced solutions and delivering great service to its customers and partners. This enables Gamma to enhance and expand its cloud contact centre (CCaaS) technology as well as accelerating its digital channel strategy.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a netwo

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