Sr. Customer Service Specialist

Syniverse; Hyderabad, Gurugram District, Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Syniverse (Hyderabad, India) is seeking a Sr Customer Service Specialist to be the primary point of contact for first‑level support across products and services. This role also serves as SME in Customer Service and collaborates with customers to resolve issues within company guidelines.

You will analyze customer issues, support operations, manage day‑to‑day activities, and act as liaison with other departments.

Qualifications

• Bachelor’s degree in communication or business or equivalent work experience.
• 5+ years customer service experience.
• PC experience in a Windows operating environment.
• Excellent interpersonal, verbal, and written skills.
• Ability to proactively anticipate customer needs and make recommendations.
• 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.

Responsibilities

• Assist operations management in analyzing customer s issues and questions, including inoperability or inaccessibility of a system, module or function and take appropriate action to resolve the problem.
• Support Customers and Managers 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.
• 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.

Skills

Customer service

Communication

Interpersonal skills

Analytical thinking

Coaching

Windows OS

On-call support

Education

Bachelor's degree in communication or business

Job description

Job Summary

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.

Key Responsibilities

• Assist operations management in analyzing 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.