At a Glance
- Tasks: Provide technical support for Amazon Connect clients and resolve customer issues.
- Company: Join Gamma, a fast-growing tech company transforming business communication.
- Benefits: Enjoy 25 days leave, private medical insurance, and flexible work options.
- Other info: Be part of a diverse team that values collaboration and personal growth.
- Why this job: Make a real impact in customer experience while developing your skills.
- Qualifications: Experience in technical support or strong user experience with Amazon Connect.
A bit about us
At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region. Our people are at the heart of everything we do. When you join us, you’ll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally. We’re growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.
What is the role responsible for?
This is Level 2 support role within Customer Experience (CX) Support Operations, responsible for providing confident, customer-focused technical and operational support across Amazon Connect and wider CX tooling, services and support processes. The role acts as an escalation point for incidents and requests, owning assigned tickets end-to-end, carrying out structured investigation and resolution activity, and coordinating technical or hierarchical escalations where required. The role supports service stability, SLA performance, clear customer communication, knowledge management and continual service improvement across the CX support function.
What will you be doing day-to-day?
- 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.
What you’ll bring
You don’t need experience in everything listed—but we’re especially keen to hear from people with some of the following skills:
- Either Tier 2 support experience in application, service desk, technical support or solid user experience with Amazon Connect with an enthusiasm to move into support.
- The ability to troubleshoot across applications, users, access, configuration, integrations, data, logs and processes.
- Clear, calm customer and stakeholder communication.
- Awareness of CX, contact centre, automation, SaaS or cloud support environments.
- A team player who can collaborate with support teams, managers, vendors, third parties and project teams.
- Proactive queue management, prioritisation and follow-through.
- Quick to learn new products, platforms and processes.
- Able to spot repeat issues, knowledge gaps, service risks and process improvements.
What do we offer you?
- 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
A few things to note
We require all candidates to be eligible to work in the UK and pass a basic DBS check. If you don’t meet every requirement but feel you could thrive in this role, we would still encourage you to apply. Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive 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.
Amazon Connect CX Support Consultant in Manchester employer: Gamma
At Gamma, we pride ourselves on being an exceptional employer, offering a collaborative and forward-thinking work culture that prioritises our people. With a strong focus on employee growth, we provide numerous opportunities for skill development and career advancement, alongside a comprehensive benefits package that includes generous annual leave, private medical insurance, and a supportive environment for work-life balance. Located in the vibrant city of London, our team is at the forefront of transforming customer experiences, making this an exciting place to contribute meaningfully to the future of communication solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Amazon Connect CX Support Consultant in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gamma. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gamma before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Amazon Connect CX Support Consultant in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gamma:Your cover letter is your chance to shine! Tell us why you want to work at Gamma specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gamma!
How to prepare for a job interview at Gamma
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
