Supplier Resource - Customer Operations Specialist I
Syniverse
Costa Rica
hace 8 días

General Summary :

The purpose of this position is to serve as a first level of support for customers / outsourcers to resolve issues. Provide dedicated support for analyzing and detecting issues on behalf of the customer.

Also provide support for the applications and prompt resolution to cases.

Principal Duties and Responsibilities :

Serve as a primary focal point for customers / outsourcers

  • Answer all incoming calls within department guidelines.
  • Assist in identifying ongoing system issues verses training
  • Complete cases within the commitment period.
  • Ensure specific customer Service Level Agreements are met within guidelines.
  • Ensure individual / departmental objectives are met.
  • Analyze, detect and suspend fraud cases.
  • Troubleshoot cases within the applications and resolve customer issues within guidelines.
  • Develop and maintain customer relationships

  • Serve as the focal point for all customer contact.
  • Provide excellent service to all customers to meet customer expectations.
  • Escalate or resolve all system and program problems associated with job requests

  • Provide 1st level support for technical issues.
  • Gather data and analyze problem.
  • Resolve the issue, or escalate to the next level if necessary.
  • Provide application specific subject matter expertise to internal organization

  • Serve as an expert technical resource regarding applications.
  • Participate is cross-functional teams

  • Work in conjunction with management team to identify any training / procedure related issues and forward to appropriate groups for resolution.
  • Work with inter-departmental groups to provide input or resolve issues.
  • Assist in cross-training efforts of other team members

  • Attend train the trainer sessions.
  • Assist in the cross-training efforts of employees within the group.
  • Provide input to the training team on ongoing training solutions.
  • Job Requirements :

  • Data entry skills alpha / numeric minimum of 5000 to 8000 key strokes per hr (this will be tested)
  • Minimum 3 years customer service experience
  • Minimum 3 year experience in Windows working environment
  • Minimum 3 year troubleshooting experience
  • Minimum 1 year telecommunications industry experience
  • Excellent analytical skills
  • Excellent verbal and written communications skills
  • Strong interpersonal skills
  • Ability to work in a team oriented environment
  • Ability to work rotating, night, weekends, and holidays
  • Ability to work with minimal supervision. In some cases such as off peak hours, weekends and holidays, unsupervised.
  • Ability to make decisions.
  • Ability to learn and work in multiple billing systems and applications simultaneously.
  • Working Conditions :

  • No hazardous conditions.
  • The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

    It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.

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