Syniverse Customer Service Specialist Full Time Remote Work From Home for Freshers - Apply Now

Job Description: Customer Service Specialist

Role: Customer Service Specialist
Location: Hyderabad, Telangana, India
Employment Type: Remote, Full-time

About Syniverse

Syniverse is the world’s most connected company, revolutionizing how businesses connect, engage, and exchange with their customers. For decades, we’ve delivered the innovative software and services that transform mobile experiences and power the planet. Our secure global network reaches almost every person and device on Earth. Syniverse works with some of the world’s most recognized brands, including eight of the top 10 banks, four of the top five global technology companies, and over 900 communications providers. We provide an innovative culture and great benefits for our incredible talent.

Who We’re Looking For

The Customer Service Specialist I is responsible for providing the first level of technical support for Syniverse’s products and services. This role involves troubleshooting issues, problem resolution, and ensuring customer satisfaction. It requires familiarity with Syniverse’s offerings and the ability to address customer needs effectively and efficiently.


Scope of the Role

  • Direct Reports: Individual contributor role with no direct reports.

Key Responsibilities

  1. Analyze Customer Issues:
    • Investigate customer inquiries and problems, such as system inoperability or inaccessibility, and take appropriate actions to resolve them in a timely manner.
    • Ensure resolution meets or exceeds customer expectations.
  2. Track and Document Problems:
    • Utilize ticketing systems to log customer-reported problems.
    • Follow ticketing procedures and maintain accurate records of issue resolutions.
  3. Collaborate with Support Teams:
    • Coordinate with internal resources and second-level support groups for problem resolution.
    • Ensure timely follow-up and closure of customer requests, adhering to severity-level guidelines and expected completion dates.
  4. Maintain Customer Communication:
    • Engage with internal departments like Sales, Marketing, and Product Support to ensure customer satisfaction.
    • Proactively anticipate customer needs and recommend appropriate solutions.
  5. Identify Training Needs:
    • Assess individual and departmental training requirements.
    • Stay updated on Syniverse’s products, services, enhancements, and upgrades.
  6. Administrative Activities:
    • Complete tasks such as time reporting, email management, and voicemail checks.
  7. Shift Requirements:
    • Work in a multi-shift environment covering 24x7x365 operations, including off-peak hours, weekends, and holidays.

Experience, Education, and Certification

  • Educational Qualifications:
    • High school diploma or GED required.
    • Bachelor’s degree in communication or business is preferred.
  • Experience:
    • No prior experience required, but customer service experience is preferred.
  • Technical Skills:
    • Familiarity with PC operations in a Windows environment.
    • Strong typing abilities.
    • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) is preferred.
  • Languages:
    • Bi-lingual candidates (English and Spanish, Portuguese, Mandarin, etc.) are preferred.

Additional Requirement

  • Interpersonal Skills:
  • Problem-Solving Skills:
    • Ability to proactively identify and resolve customer issues.
  • Work Ethic:
    • Ability to work independently with minimal supervision.
  • Flexibility:
    • Willingness to work flexible shifts, including weekends and holidays.

Why You Should Join Us

  • Competitive total compensation package.
  • Opportunity for flexible and remote work.
  • Inclusive, collaborative, and transparent organizational culture.
  • Leadership committed to diversity, equity, and inclusion.
  • Chance to work with world-class brands and cutting-edge technology.

Customer Service Specialist

Interview Questions and Answers

Q1. Can you describe a time when you resolved a challenging customer issue?
Answer: Outline the problem, the steps taken to address it, and the positive outcome, emphasizing communication and problem-solving skills.

Q2. How do you prioritize tasks when handling multiple customer issues?
Answer: Discuss strategies like severity-based prioritization and time management tools.

Q3. What steps would you take if a customer issue cannot be resolved immediately?
Answer: Emphasize keeping the customer informed, documenting the issue, and escalating it to appropriate support teams.

Q4. How would you handle an irate customer?
Answer: Focus on active listening, empathy, remaining calm, and working toward a solution.

Q5. What do you know about Syniverse and its products/services?
Answer: Highlight research about Syniverse’s role in connected solutions and its work with leading brands.

Q6. Why do you want to work as a Customer Service Specialist at Syniverse?
Answer: Mention your interest in technical support, problem-solving, and working with an innovative company.

Q7. How do you keep yourself updated on new products and services?
Answer: Share strategies like regular training, attending webinars, and reading product documentation.

Q8. What would you do if you noticed a recurring issue reported by multiple customers?
Answer: Explain how you would document trends and notify relevant teams for a systemic fix.

Q9. Describe your experience with ticketing systems and tracking customer issues.
Answer: Provide examples of using tools like Zendesk or Salesforce, if applicable.

Q10. How do you ensure customer satisfaction in every interaction?
Answer: Talk about understanding customer needs, effective communication, and timely resolution of issues.

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