Customer Service Specialist I

Syniverse•Tampa, FL

13d

About The Position

The Customer Service Specialist I provides first-level technical support for Syniverse products and services. The role works with customers and internal support teams to troubleshoot issues and resolve problems. It requires familiarity with Syniverse’s products and services and the ability to identify and address customer needs. This is an individual contributor role with no direct reports. The specialist analyzes and tracks customer issues, coordinates with internal resources and second-level support, and follows severity guidelines and expected completion dates to ensure timely follow-up and resolution. The position also involves communicating with internal departments, keeping current on products and upgrades, meeting objectives, and completing administrative activities. The role may require coverage across a 24/7/365, multiple-shift environment, including off-peak hours, weekends, and holidays.

Requirements

High school diploma or GED.
Excellent interpersonal, verbal, and written communication skills.
Ability to work with minimal supervision.
Ability to anticipate customer needs and make recommendations to address them.
Ability to work in a multiple-shift environment covering 24/7/365, potentially including off-peak hours, weekends, and holidays.

Nice To Haves

Bachelor’s degree in communication or business.
PC experience in a Windows operating environment and strong typing ability.
Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
Customer service experience.
Bilingual ability, such as English and Spanish, Portuguese, or Mandarin.

Responsibilities

Analyze customer issues and questions, including system, module, or function inoperability or inaccessibility, and take timely action to resolve them.
Track customer-reported problems according to ticketing procedures.
Work with internal resources and second-level support groups as needed to resolve tickets.
Follow up on and resolve customer requests in accordance with severity-level guidelines and expected completion dates.
Communicate with internal departments, including Sales, Marketing, and Product Support, to support customer satisfaction.
Identify training needs and take steps to stay current on products, services, enhancements, and upgrades.
Ensure individual and departmental objectives are met.
Complete administrative activities such as time reporting, email, and voicemail.