Customer Service Specialist II

Full job description

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 II is the Syniverse customer point of contact for first level support for all products and services. This position will work with Syniverse customers to assist with troubleshooting and problem resolution. The Customer Service Specialist II will also play an integral part in assisting with various projects, implementations, and additional responsibilities as needed.
This position will also play an integral part in assisting management in identifying trends in issues and identifying opportunities to improve our customer experience.
Analyze customer reported production issues and service request, 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. Whenever possible, resolve customer requests without additional hand-off (First-touch resolution)

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.

Assist management in identifying trends in issues and identifying opportunities to improve our customer experience.

Track customer reported problems following ticketing procedures.

Ensure timely follow-up and resolution of customer requests, following established Severity Level and Response Guidelines.

Effectively work with internal resources and 2nd and 3rd level support groups as needed for ticket resolution.

Maintain ongoing communication with internal departments (i.e.Sales, Marketing, Product Support) to ensure customer satisfaction.

Effectively support customer communication processes. Support the department by completing the daily, weekly, and monthly special projects as required.

Ensure individual/departmental objectives are met.

Identify and assess personal training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades..

Experience, Education and Certification:

High school diploma or GED, a Bachelor’s degree in communication or business is preferred or equivalent work experience.

2+ years experience in telecommunications industry preferred.

2+ years customer service experience preferred.

PC experience in a Windows operating environment with strong typing ability.

Additional Requirements:

Excellent interpersonal, verbal and written communications.

Ability to prioritize and handle multiple tasks simultaneously.

Ability to work with minimal supervision and ability to work unsupervised during 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.