Syniverse – The Customer Service Specialist I
About the job
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 closely with customers and internal support teams to assist with troubleshooting and resolving problems. Key elements of this role include familiarity with Syniverse’s products and services, as well as 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 Completion 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…).
- Liaising with colleagues or managers to find the best solutions to customers’ issues.
- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
- Maintaining a polite, helpful, and professional manner at all times.
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Attending workshops and meetings as required.
- Providing training to new customer service agents.
- Respecting client confidentiality at all times.
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.
- Bilingual 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
Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse, connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
Know someone at Syniverse?
Be sure to have them submit you as a referral prior to applying for this position.