Customer Service Specialist I

About the role

The Customer Service Specialist I is responsible for providing initial technical support for Syniverse's products and services. This role involves working with both customers and internal support teams to troubleshoot and resolve issues.

Responsibilities

• Analyze customer issues and questions, including inoperability or inaccessibility of systems, modules, or functions.
• Take appropriate action to resolve problems in a timely manner to meet or exceed customer expectations.
• Track customer-reported problems using established ticketing procedures.
• Work effectively with internal resources and second-level support groups as needed for ticket resolution.
• Ensure timely follow-up and resolution of customer requests according to established severity levels and expected completions dates.
• Maintain ongoing communication with internal departments (Sales, Marketing, Product Support) to ensure customer satisfaction.
• Identify and assess training needs within the department and take necessary steps to stay updated on products and services, enhancements, and upgrades.
• Ensure individual and departmental objectives are met.
• Complete various administrative tasks (time reporting, email, VMX).

Requirements

• High school diploma or GED.
• A Bachelor’s degree in communication or business is preferred but not required.
• No prior experience required.
• PC experience in a Windows operating environment with strong typing ability.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.
• Customer service experience preferred.
• Bilingual skills (English and Spanish, Portuguese, Mandarin, etc.) preferred.
• Excellent interpersonal, verbal, and written communications skills.
• Ability to work with minimal supervision and, in some cases, cover shifts including 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.

Benefits

Join us as we write a new chapter, guided by world-class leadership. We offer a competitive total compensation package, flexible/remote work options, and a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture. At Syniverse, connectedness is at the core of our business, and we believe diversity, equity, and inclusion among our employees are crucial to our success as a global company.