Customer Support Technician – SIP || ONSITE || Up to 40k

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Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join

Gamma Communications is a UK-based business communications provider offering cloud-based solutions, including voice, connectivity, unified communications, and cybersecurity. They serve SMEs, large enterprises, and public sector clients, operating their own network and partnering with global tech providers.

Job Overview:  

Employment type: Full-time

Shift: UK working hours

Work setup: ONSITE - CEBU OFFICE

Salary: PHP 35,000.00 - PHP 40,000.00

What we offer:

• Competitive compensation package aligned with your skills and experience
  




• Night differential pay to help maximize your earnings
  




• Comprehensive HMO coverage, including a free dependent on Day 1
  




• Permanent work-from-home setup for better work-life balance
  




• Employee referral program with rewarding incentives
  




• 20 days of annual leave, giving you flexibility to manage your time
  




• Engaging team activities and events to keep work enjoyable
  




• Build strong, high-impact connections with key stakeholders across the business
  




• Take part in client engagement initiatives to elevate your professional experience
  

Role Overview:

A Customer Support Specialist – SIP is responsible for supporting our partners and customers, ensuring they are gaining the most value from their partnership and achieving their goals through Gamma’s product and service offerings.

What We’re Looking For:

• Customer Support Technician – SIP experience within a telecommunication environment
  




• Product knowledge and excellent customer service skills
  




• Able to manage demands of numerous concurrent tasks, manage time and work under pressure to tight deadlines
  




• Keen problem solver with instinct to find root cause of issues and address
  




• Diplomatic when faced with issues
  




• Proficient with MS Office and familiar with data security protocols
  

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 utilizing the breadth of our products and services.
  

Decision making

• Analyze 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 changes.
  

What You’ll Be Working On:

• Provide 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 proactive, intervening and raising issues to maintain a seamless experience for our products and services. Be a key player in feedback on 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 optimize existing service processes, tools or systems.
  




• Drive and improve customer satisfaction and value enhancement through a customer first/low customer effort approach.
  

Ready to take your career to the next level? Join us and be part of a team that values your growth, celebrates your achievements, and empowers you to make a real impact. Apply today and start shaping your future with a company that invests in your success every step of the way!