[Hiring] Customer Service Specialist II @Syniverse

Role Description

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 requests, 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).

Qualifications

• 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.

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.

Benefits

• Competitive total compensation.
• Flexible/remote work options.
• Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.