Sr Customer Service Specialist

syniverse; Hyderabad; Remote; INR 600,000 - 1,200,000; Full time

Job summary

Syniverse is seeking a Senior Customer Service Specialist in Hyderabad with 5+ years of experience to act as a primary customer contact for first-level support. The role includes SME responsibilities, issue resolution, and collaboration with multiple departments to meet service targets.

Candidate should have a Bachelor's degree in communication or business and strong interpersonal, verbal, and written skills. The position may involve 24x7 on-call support and flexible/remote work options.

Qualifications

• Bachelors degree in communication or business or equivalent work experience.
• 5+ years customer service experience.

Responsibilities

• Analyze customer issues and questions; resolve problems quickly to meet expectations.
• Support customers and managers by following departmental policies.
• Act as SME for customer-facing issues and escalations.
• Liaise between Customer Service and other departments for daily operations.
• Manage real-time service levels and call routing.
• Produce standard and ad-hoc reports for infrastructure apps.
• May assist in supervising Level 1 personnel.
• Serve as escalation point for customer issues.
• Monitor outages affecting customers and notify management.
• Support rollout of new initiatives and customers.

Skills

Customer service

SME

Escalations

Communication

Education

Bachelor's degree in communication or business

Job description

Syniverse is the world's most connected company. Whether we're developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world's most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we're able to provide our incredible talent with an innovative culture and great benefits.

Who We're Looking For

The Sr Customer Service Specialist is the Syniverse customer point of contact for first level support for all products and services. . This role will also serve as a Point of contact and Subject Matter Expert (SME) in the Customer Service group and will work closely with our customers to ensure issues and inquires are responded to and resolved within the established company guidelines. -

Some of What You'll Do

Scope of the Role

Direct Reports: This is an individual contributor role with no direct reports.

Key Responsibilities

• Assist operations management in a nalyz ing customer's issues and questions, including inoperability or inaccessibility of a system, module or function and take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
• Support Customers and Manager s by adhering to departmental policies and procedures.
• Assist in managing day-to-day activities specific towards the obtainment of Customer Service objectives by acting as SME for customer facing issues and escalations.
• Act as a liaison between the Customer Service Group and other functional departments in support of daily operations.
• Real Time management of daily service levels and call routing for supported products.
• Responsible for production, distribution, and analysis of standard and ad-hoc reports for various infrastructure applications (i.e. Analyzer).
• May be called upon to assist in oversight of other Level 1 personnel in conjunction with existing management.
• Function as a liaison and escalation point for all customer issues.
• Keep abreast of all customer affecting and internal affecting outages and ensure management is aware of all issues that may impact supported customers.
• Participate in the development and rollout of new initiatives and customers.

Experience, Education and Certification

• Bachelors degree in communication or business or equivalent work experience.
• 5 + years customer service experience.

Additional Requirements

• PC experience in a Windows operating environment with strong typing ability.
• Excellent interpersonal, verbal, and written skills.
• Ability to proactively anticipate customer needs and make recommendations to meet those needs.
• Coaching skills highly preferred.
• Ability to handle confidential and sensitive matters with discretion.
• Ability to be on-call for after-hours support and work in an environment covering 24 x 7 x 365.

Why You Should Join Us

Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.

Pay Transparency

In accordance with applicable pay transparency requirements, Syniverse will provide information regarding the salary range or compensation for this position during the recruitment process and prior to any compensation discussions.