General Summary:

The Customer Service Specialist is the Syniverse customer point of contact for first level technical support for all products and services. This position will work with Syniverse customers to assist with troubleshooting and problem resolution.  The Customer Service Specialist II will also play an integral part in assisting the Supervisor(s) with various projects, implementations, and additional responsibilities as needed.

This position will also play an integral part in assisting management in identifying trends in issues and identifying opportunities to improve our customer experience.

Principal Duties and Responsibilities:

Analyze customer reported production issues and service request, including inoperability or inaccessibility of a system, module, or function. Take appropriate action to resolve the problem in a timelymanner to meet or exceed customer expectations. Whenever possible, resolve customer requests without additional hand-off (First-touch resolution)

Track customer reported problems following ticketing procedures. Ensure timely follow-up and resolution of customer requests, following established Severity Level and Response Guidelines.  

Effectively work with NOC, 2nd, and 3rd level support groups as needed for ticket resolution.  Maintain ongoing communication with internal departments (i.e.- Sales, Marketing, Product Support) to ensure customer satisfaction. Participate in customer conference calls.

Effectively support customer communication processes. Support the department by completing the daily, weekly, and monthly special projects as required.

Ensure individual/departmental objectives are met. Identify and assess personal training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.

Job Requirements:

BA/BS Degree or equivalent work experience

Minimum of 3 years experience in telecommunications industry preferred

Minimum of 5 years customer service experience preferred

Minimum of 2 year experience as Customer Support Analyst

Knowledge of Network (IP, SS7 etc.) preferred

Experience as IT support preferred

Experience working with related Syniverse Products and Support Tools

PC experience in a Windows operating environment with strong typing ability

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 ability to work unsupervised during off-peak hours, weekends, and holidays

Ability to proactively anticipate customer needs and make recommendations to meet those needs

Demonstrated success in a team-oriented environment

Ability to work in a multiple shift environment

We offer excellent career development opportunities to right candidates, interested parties please submit detailed CV with salary expectation to Syniverse Career Website https://www.syniverse.com/job-opportunities and search job opportunities by location “Hong Kong” OR by clicking "Apply Now".

Syniverse makes mobile work for more than 900 mobile operators, cable and Internet providers, and enterprises in over 160 countries. With unmatched expertise and more than 20 years simplifying the complexities of roaming, messaging and networking, Syniverse serves as the force at the center of the mobile communications universe, keeping people connected today and forging new connections for tomorrow. Nobody knows mobile like Syniverse. For more information, visit www.syniverse.com, follow Syniverse on Twitter or find Syniverse on Facebook.