Customer Service Specialist II
8 hours ago
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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