Customer Service Specialist II

8 hours ago


Hyderabad, Telangana, India Syniverse Full time
Customer Service Specialist II

Syniverse is the world's most connected company, leading the way in innovative solutions. Our team is dedicated to providing exceptional customer experiences.

Key Responsibilities:

  • Analyze customer issues and questions, including inoperability or inaccessibility of a system, module, or function.
  • 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 (Sales, Marketing, Product Support) to ensure customer satisfaction.
  • Support customer communication processes.

Requirements:

  • High school diploma or GED, a Bachelor's degree in communication or business is preferred or equivalent work experience.
  • 2+ years customer service experience preferred.
  • PC experience in a Windows operating environment with strong typing ability.


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