Back

Customer Service Specialist London, England

Syniverse

Full Time London, England 36319 - 38629 GBP ANNUAL Today

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 Customer Service Specialist I is primarily 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.

Some of What You'll Do

Primary Duties and Responsibilities:

Analyze customer’s 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 NOC, 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.
Whenever possible, resolve customer requests without additional hand-off (First-touch resolution).
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.
Effectively support customer communication processes
Complete various administrative activities (e.g. time reporting, email, vmx…).

Job Requirements:

BA/BS Degree preferred or equivalent work experience
PC experience in a Windows operating environment with strong typing ability
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred
Excellent interpersonal, verbal, and written communications
Demonstrated problem-solving ability
Ability to prioritize and handle multiple tasks simultaneously
Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays, ability to work unsupervised
Ability to proactively anticipate customer needs and make recommendations to meet those needs
Minimum of 2 years experience in the telecommunications industry preferred
Minimum of 2 years of customer service experience
Demonstrated success in a team-oriented environment preferred
Bi-lingual preferred (English and Spanish, Portuguese, Mandarin…)

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.

Post Jobs Online Apply Job