Customer Service Specialist I

Syniverse

The Customer Service Specialist I is primarily responsible for providing the first level of technical support for products and services. This position will work with customers and internal support teams to assist with trouble shooting and problem resolution. Analyze customer’s 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
Track customer reported problems following ticketing procedures
Effectively work with NOC, and 2nd level support groups as needed for ticket resolution.
Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates
Whenever possible, resolve customer requests without additional hand-off (First-touch resolution)
Maintain ongoing communication with internal departments (i.e.- Sales, Marketing, Product Support) to ensure customer satisfaction
Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades
Ensure individual/departmental objectives are met
Effectively support customer communication processes
Complete various administrative activities (e.g. time reporting, email, vmx…)
BA/BS Degree or equivalent work experience
PC experience in a Windows operating environment with strong typing ability
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred
Excellent interpersonal, verbal, and written communications
Demonstrated problem-solving ability
Ability to prioritize and handle multiple tasks simultaneously
Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays, ability to work unsupervised
Ability to proactively anticipate customer needs and make recommendations to meet those needs
Minimum of 2 years experience in the telecommunications industry preferred
Minimum of 2 years of customer service experience
Ability to work in a multiple shift environment covering 24 x 7 x 365
Demonstrated success in a team-oriented environment preferred
Bi-lingual preferred (English and Spanish, Portuguese, Mandarin…)

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Confirmed 23 hours ago. Posted 30+ days ago.

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