Customer Service Specialist

Syniverse

3 - 8 years

7 - 8 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

administration ticketing customer satisfaction spanish customer service windows troubleshooting ms office technical support product support

Work Mode

Work from Office

Job Type

Full Time

Job Description

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:

H igh 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 .
C ustomer 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

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