Product Operations Support Engineer

Are you passionate about technology and love solving problems - perhaps you love facing challenges when gaming? Gamma is seeking an apprentice Voice Engineer to help solve real technical problems, keep businesses connected, and gain hands-on experience to develop into a skilled technical problem-solver. 

 

Main purpose of role: 

Your role will focus on is connect the Customer Support Teams who speak to Gamma’s ‘customers’, these are business partners who re-sell Gamma products, and the engineering team who work on Gamma’s websites and online platforms.  

If a business partner has an issue with a Gamma product that the customer service desk cannot solve, this is where you’ll step in, working to find the cause of the problem on a more technical level. This could be anything from customers being unable to make or receive calls, to businesses having trouble using platforms such as Teams or Webex. You will be trained to become an expert in a huge variety of technologies to deliver fantastic support to Gamma’s customers.  

The purpose of the apprenticeship is to develop your skills over time until you are able to move into an experienced Junior Voice Operations Support Engineer. As an apprentice you will receive guidance and support from your manager and team to eventually become independent in your role. 

 

Key Responsibilities:

You will be taught everything you need to know, especially the technical knowledge, however, as an apprentice, you can expect to:  

• Contribute to the creation of tools & process that support the team’s ability to fix technical problems.  
• Contribute to solving customer issues in a timely manner. 
• Take ownership of managing problems and contribute to long-term technical solutions. 
• Work on big projects such as ‘Voice Network Migration’. This will involve moving Gamma’s customer base to new technologies and platforms which you will help to introduce to the business. 
• Provide feedback to other teams on improving ‘bots’ - systems which perform tasks automatically for the business, also known as ‘automation systems’. 
• Assist with the creation and maintenance of technical documents with support from the wider team. 

 

Are you someone who: 

• Has a demonstrable interest in technology and problem solving – this could be anything from gaming to dabbling in coding. 
• Able to make decisions under pressure. 
• Is analytical and innovative in your way of thinking. 
• Can communicate consistently across different platforms. 
• Can work collaboratively. 
• Able to offer new ideas confidently to improve Gamma systems and technologies. 

To be successful in this role, you do not need any formal qualifications or experience.   

 

Skills you will gain:  

Upon completion of the apprenticeship, you will gain a diverse set of skills, including: 

• A level of technical competency that will allowing you to become an expert in diagnosing and fixing technical problems  
• A detailed knowledge of tools and systems used to diagnose tech issues 
• How to perform data analysis 
• How to create and adapt tech processes to improve the businesses' ability to support their customers 
• Project management skills - take ownership of your work.  

 

Please note, you are unable to apply for this apprenticeship if you have already attained the following: 

• IT Support SCQF L8 + CompTIA 

 

Please also note, that this job description is not exhaustive, and you may be asked to undertake additional duties as reasonably requested by your line manager. As an apprentice Voice Engineer, you will have plenty of opportunities to learn and grow in your role, and Gamma will provide you with all the support you need to develop your skills and progress your career.