Customer Success Specialist - Technical Support

Main purpose of role:

A CST is responsible for supporting our partners and customers, ensuring they are gaining the most value from their partnership and achieving their goals through Gammas product and service offerings.

Key responsibilities:

• Provide an exceptional customer experience. Resolve queries and technical issues in a considerate and timely manner across various contact channels.
• Meet and exceed customer goals, driving satisfaction through active listening and problem-solving solution focused strategies.
• Work collaboratively with internal teams, be pro-active intervening on and raising issues to maintain a seamless experience for our products and services. Be a key player in feedback of design, testing and implementation of new products & features to ensure exceptional service experiences.
• Technically lead adoption and management of technologies and services with partners and customers, to enable overcoming product specific challenges and growth of their base.
• Focus on first contact resolution as a point of contact for customer queries via our existing live contact channels, solving complex problems and identifying solutions.
• Explicitly understand what customers and partners are aiming to achieve with our products and services. Support 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, have in depth technical knowledge and expertise of products to support and contribute to ongoing learning of teams and 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.

Key Skills:

Problem solving

• Review partner faults and issues undertaking product code and VOIP diagnostics and effectively isolate cause of fault.
• Effectively raise and manage development issues through their lifecycle, undertaking analysis and flagging criticality to stakeholders.
• Provide alternate solutions to partners utilising the breadth of our products and services.

Decision making

• Analyse deployment issues and faults and independently decide best route forward, collaborating with partner and customer appropriately.
• Make decisions about when and where to flag commercial changes and risks to leadership or stakeholders.

Innovation

• In-depth understanding of product features and capabilities to suggest improvements for overcoming platform bugs and enhance experience to development value streams.
• Devise, formulate and work to deploy process changes where appropriate in team to better support people, business and customers.

Communication

• Explain in depth technical issues in an easy to format for diverse audiences.
• Able to influence stakeholders towards a common goal enabling them to create solutions.
• Feedback to relevant teams to share customer insight, advise best practice, recommend product enhancements and influence process change.

Experience and skills:

• Telecom experience
• Gamma Product knowledge
• Excellent customer service skills
• Communication verbal and written and presentation (Minimum English standard - B2 or C1?)
• Able to manage demands of numerous concurrent tasks
• Keen problem solver with instinct to find root cause of issues and address
• Diplomatic when faced with issues
• Able to manage time and work under pressure to tight deadlines
• Proficient with MS Office
• Familiar with data security protocols