Customer Service Specialist I

Syniverse; Tampa (FL); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Syniverse is seeking a Customer Service Specialist I in Tampa to deliver first-level technical support for products and services. You’ll collaborate with customers and internal teams to troubleshoot and resolve issues, while becoming familiar with Syniverse offerings.

Ideal candidates may have a high school diploma, strong PC skills, and bilingual abilities. This role supports multiple shifts including weekends and holidays, and offers a flexible, hybrid work environment.

Qualifications

• High school diploma or GED required; a Bachelor's degree is preferred.
• No prior experience required.
• PC experience in Windows and strong typing is preferred.
• Proficiency in Microsoft Office Suite preferred.

Responsibilities

• Analyze customer issues and questions, including inoperability or inaccessibility of a system, module or function; take action to resolve the problem in a timely manner.
• Track customer reported problems following ticketing procedures.
• Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
• Ensure timely follow-up and resolution of customer requests following severity guidelines and completion dates.
• Maintain ongoing communication with internal departments to ensure customer satisfaction.
• Identify and assess training needs and stay current with product enhancements and upgrades.
• Ensure individual/departmental objectives are met.
• Complete administrative activities (e.g., time reporting, email, VMX).

Skills

Customer service

Bilingual

Education

High school diploma or GED

Bachelor's degree in communication or business preferred

Tools

Microsoft Office Suite

Job description

Who We're Looking For

The Customer Service Specialist I is responsible for providing the first level of technical support for products and services. This position will work with customers and internal support teams to assist with trouble shooting and problem resolution. Key elements of this role include familiarity with Syniverse's products and services, and the ability to quickly identify and address customer needs -

Some of What You'll Do

Scope of the Role:

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

Key Responsibilities

• Analyze customer issues and questions, 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.
• Track customer reported problems following ticketing procedures.
• Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
• Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates.
• Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction.
• Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.
• Ensure individual/departmental objectives are met.
• Complete various administrative activities (e.g. time reporting, email, vmx...).

Experience, Education and Certification

• High school diploma or GED, a Bachelor's degree in communication or business is preferred .
• No prior experience required.
• PC experience in a Windows operating environment with strong typing ability preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.
• Customer service experience preferred.
• Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc).

Additional Requirements

• Excellent interpersonal, verbal, and written communications.
• Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays.
• Ability to proactively anticipate customer needs and make recommendations to meet those needs.
• Ability to work in a multiple shift environment covering 24 x 7 x 365

#LI-Hybrid

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.

Know someone at Syniverse? Be sure to have them submit you as a referral prior to applying for this position.

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.