The Customer Service Specialist I

The Customer Service Specialist I provides first-level technical support for Syniverse products and services. This role involves analyzing customer issues, troubleshooting, and problem resolution, working with internal teams, tracking problems, and ensuring timely follow-up to meet customer expectations. Key elements include familiarity with Syniverse’s offerings and the ability to quickly identify and address customer needs.

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 to ensure customer satisfaction.
• Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services.
• Ensure individual/departmental objectives are met.
• Complete various administrative activities (e.g. time reporting, email, vmx…).
• High school diploma or GED.

Good to Have

• A 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).

Perks & Benefits

• Competitive total compensation
• Flexible/remote work
• Inclusive, collaborative, and transparent organizational culture

Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.

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