Customer Service Specialist I
Job Summary
Job Description
The Customer Service Specialist I provides first-level technical support for Syniverse products and services, assisting customers and internal teams with troubleshooting and problem resolution. This role requires familiarity with Syniverse offerings and the ability to quickly address customer needs. Key responsibilities include analyzing and resolving customer issues, tracking problems, collaborating with internal support, ensuring timely follow-up, maintaining communication with departments, staying updated on products, meeting objectives, and completing administrative tasks.
Must have:
- Analyze customer issues and questions, including inoperability or inaccessibility of a system, module or function.
- Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
- Track customer reported problems following ticketing procedures.
- Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
- Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates.
- Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction.
- Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.
- Ensure individual/departmental objectives are met.
- Complete various administrative activities (e.g. time reporting, email, vmx…).
Good to have:
- High school diploma or GED
- Bachelor’s degree in communication or business
- PC experience in a Windows operating environment with strong typing ability
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Customer service experience
- Bi-lingual (English and Spanish, Portuguese, Mandarin, etc)
- Excellent interpersonal, verbal, and written communications
- Ability to work with minimal supervision
- Ability to proactively anticipate customer needs
- Ability to work in a multiple shift environment covering 24 x 7 x 365
Perks:
- competitive total compensation
- flexible/remote work
- leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture
4 skills required
Job Details
Who We're Looking For
The Customer Service Specialist I is responsible for providing the first level of technical support for products and services. This position will work with customers and internal support teams to assist with trouble shooting and problem resolution.
Key elements of this role include familiarity with Syniverse’s products and services, and the ability to quickly identify and address customer needs
Some of What You'll Do
Scope of the Role:
- Direct Reports: This is an individual contributor role with no direct reports
Key Responsibilities
*
Analyze customer issues and questions, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
- Track customer reported problems following ticketing procedures.
- Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
- Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates.
- Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction.
- Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.
- Ensure individual/departmental objectives are met.
- Complete various administrative activities (e.g. time reporting, email, vmx…).
Experience, Education and Certification:
- High school diploma or GED, a Bachelor’s degree in communication or business is preferred .
- No prior experience required.
- PC experience in a Windows operating environment with strong typing ability preferred.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.
- Customer service experience preferred.
- Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc).
Additional Requirements:
- Excellent interpersonal, verbal, and written communications.
- Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays.
- Ability to proactively anticipate customer needs and make recommendations to meet those needs.
- Ability to work in a multiple shift environment covering 24 x 7 x 365
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About The Company
At Syniverse, we enable seamless connections between the proliferating devices and networks that make the world work. Billions of people and companies depend on us every moment of the day. What does that mean for you? Your career? Your future? Let your imagination roam.We’re for people ready to do the new thing, the next thing, the next big thing that will change how the world connects. We’re for people who want to make a difference while making their mark. Who seek out problems to solve. Who don’t wait for an invitation.
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