Customer Service Specialist I

Syniverse•Tampa, FL

2d•Remote

About The Position

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.

Requirements

High school diploma or GED
PC experience in a Windows operating environment with strong typing ability preferred.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.
Excellent interpersonal, verbal, and written communications.
Ability to work with minimal supervision
Ability to proactively anticipate customer needs and make recommendations to meet those needs.

Nice To Haves

A Bachelor’s degree in communication or business is preferred.
No prior experience required.
Customer service experience preferred.
Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc).

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…).