Customer Service Specialist I

Syniverse•Tampa, FL

12d

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, using knowledge of Syniverse’s offerings to identify and address customer needs. This is an individual contributor role with no direct reports. The position operates in a multiple-shift environment that provides coverage 24 hours a day, 7 days a week, 365 days a year; work may include off-peak hours, weekends, and holidays. Syniverse describes its culture as inclusive, collaborative, and transparent, and offers competitive total compensation and flexible or remote work.

Requirements

High school diploma or GED.
No prior experience required.
Excellent interpersonal, verbal, and written communication skills.
Ability to work with minimal supervision.
Ability to anticipate customer needs and recommend ways to meet them.
Ability to work in a multiple-shift environment providing 24/7/365 coverage, including, in some cases, 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; examples include 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 keep current on products, services, enhancements, and upgrades.
Ensure individual and departmental objectives are met.
Complete administrative activities such as time reporting, email, and voicemail.