The Customer Service Specialist II is the Syniverse customer point of contact for first level technical 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 the Supervisor(s) 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)
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 NOC, 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. Participate in customer conference calls
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.
BA / BS Degree or equivalent work experience
Minimum of 3 years experience in telecommunications industry preferred
Minimum of 5 years customer service experience preferred
Minimum of 2 year experience as Customer Support Analyst
Experience working with related Syniverse Products and Support Tools
PC experience in a Windows operating environment with strong typing ability
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 ability to work unsupervised during off-peak hours, weekends, and holidays
Ability to proactively anticipate customer needs and make recommendations to meet those needs
Demonstrated success in a team-oriented environment
Ability to work in a multiple shift environment covering 24 x 7 x 365