Official Specifications
Role Overview & Mandate
Executive Summary
Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to...
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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 primarily 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.
Some of What You'll Do
Primary Duties and Responsibilities:
- Analyze customer’s 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 NOC, 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.
- Whenever possible, resolve customer requests without additional hand-off (First-touch resolution).
- 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.
- Effectively support customer communication processes
- Complete various administrative activities (e.g. time reporting, email, vmx…).
Job Requirements:
- BA/BS Degree preferred or equivalent work experience
- PC experience in a Windows operating environment with strong typing ability
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred
- Excellent interpersonal, verbal, and written communications
- Demonstrated problem-solving ability
- Ability to prioritize and handle multiple tasks simultaneously
- Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays, ability to work unsupervised
- Ability to proactively anticipate customer needs and make recommendations to meet those needs
- Minimum of 2 years experience in the telecommunications industry preferred
- Minimum of 2 years of customer service experience
- Demonstrated success in a team-oriented environment preferred
- Bi-lingual preferred (English and Spanish, Portuguese, Mandarin…)
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.
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